Temp Exchange Ltd

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the service met people’s needs. At our last inspection we rated this key question good. At this inspection the rating remained good. This meant people’s needs were met through good organisation and delivery.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The service made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. People told us they received personalised care from staff who knew them well and had a good understanding of their needs. People and their relatives also told us the provider tried to be as flexible as possible to ensure care was given that fitted in around their daily life. A person said, “I had a hospital appointment and the office were really helpful in arranging an earlier visit.” A relative also told us they had flexibility with visits when needed, which was really important to them and their family. They added, “I liaise with them regarding timings that are convenient for us and they work well with this. They understand this very well.” Staff told us they had shadowing and introduction visits with people before starting to work with them to help them understand how people liked to be supported. A staff member added, “We also get an assessment report with information about their needs, their risks, the way we need to care for them, their health conditions etc. They explain this very well to us so we know how to support them.”

The service understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. People told us how having continuity of care helped to improve their health and wellbeing. A relative said, “We have had the same 3 carers since the start of the year and we all know each other well now. We are used to each other and feel very lucky to have had the same 3.” A health and social care professional also highlighted this as a main reason why they received positive feedback from people about their care. They added, “Their consistency with staff is such a key thing, especially when people are having care for a short period of time.”

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. We saw people’s communication needs were discussed and recorded during their initial assessment, with effective communication plans put in place if needed. Staff told us they were always given the relevant information to help them understand people’s communication needs. A relative was very positive about staff who worked closely with them to help communicate with their family member. They said, “They understand this well. My [family member] recognises them and they have become part of the family. They know how to respond and they work with me to help with their understanding.”

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result. People and their relatives told us when they raised any concerns, they were taken seriously and action was taken. A person said, “I did complain a while back about a carer who I just didn’t feel was a good fit and she was changed promptly, within a day. There was nothing wrong with her as a carer, it was just not a good fit. They always listen and respond and we have built up a good relationship with them all. I would recommend them.”

The service made sure that people could access the care, support and treatment they needed when they needed it. People told us the provider checked in with them and reviewed their needs on a regular basis, and if further support was needed, they would help them to access the necessary care. We reviewed samples of correspondence between the provider and the relevant health and social care professionals which confirmed the provider responded to any change in people’s needs appropriately.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. The provider was aware of the groups of people who were at risk of possible disadvantages and ensured they worked to address any possible barriers within their care. This included supporting people with staff that could communicate with them in their first language or where people had little to no family support networks. To support this, staff also told us they completed training in equality and diversity and it was a regular topic of discussion during staff meetings.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life. People’s records included important information for staff about people’s diagnosis and any wishes or advanced decisions. We saw examples of the management team liaising closely with a range of professionals when supporting people on end of life care. A relative said, “[Family member] is having palliative care and the staff are very caring. They have fragile bones due to their cancer and the staff are so gentle when they wash them, knowing they must do things slowly so it isn’t painful. I feel they are well trained in this.”