PLL Care Services

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

We identified two breaches of the legal regulations. During our last inspection we found there was a breach of person centred care and good governance. The provider had not made enough improvement and were still in breach of these regulations. People did not always receive care based on their assessed individual needs as these were not always in place. The provider had not always investigated complaints in response to people’s concerns. Although people we had spoken to felt able to raise concerns, some people felt improvements were still required.

This service scored 36 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Relatives we spoke to felt people had choice over who they received care from, the service were fast to act on people needs. However, we also heard people felt the service focused on what they wanted to put in rather than working in partnership with the family when it came to implementing further care hours. We heard "It’s alright I suppose [staffing], some carers are better than others” and "We do get a list [of staff] but there is a lot of new staff, and I don’t know them all."

Staff knew people well and told us how they provided person centred care.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

People we spoke to told us they were involved in care planning and were asked for feedback. We heard, “We do get questionnaires, I do know all the management names” and “They [office] ring me up to check what is going on and if I need to change things, they do that quite often.” Relatives were happy with the service, they felt office staff and the manager acted upon their concerns, and felt they had regular contact with the service to make changes. We also heard “I can easily call the office, I know who to ring, but they still do have a lot of attitude.”

Staff said they felt people using the service were able to give feedback.

Complaints were not always investigated. The service did not demonstrate an understanding of duty of candour. Although the people we had spoken to felt able to raise concerns, some people felt improvements were still required. The service user survey identified not all people felt they were asked for their views on the wider service or felt included in how things would be different. Not all people felt they were regularly asked for their views about the service and did not receive feedback consistently. There were no actions seen following this survey. This was a breach of person-centred care and good governance.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in experiences and outcomes during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.