Bykare Services 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. This is the first assessment of this service. This key question has been rated 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.

Staff at 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 received responsive, personalised care and support that met their needs and reflected their preferences. Care plans were reviewed with people, their families and health and social care professionals and included observations of people’s responses and preferences to ensure people’s voice was represented. A staff member told us, “We have care plans with a lot of information about the people we support.”

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. Staff worked with other professionals to make sure people’s needs were met. Appropriate referrals to professionals were made when required, for example an occupational therapist. Some people had complex needs and as they moved from hospital, the process of transitioning to the service was done in partnership with the person and other professionals, at the person’s pace. This was to ensure their stability and comfort.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The provider was aware of the Accessible Information Standard. Information was collected before people started to use the service about how they communicated, and it was made available in different formats, depending upon individual need. For example, we saw the service user guide and some policies were available in easy read format.

Management 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’s relatives told us they were fully involved in their loved one’s care and management and staff listened to them. Relatives told us they were aware of the complaint's procedure. A relative commented, “I spoke with the manager, and it [concern] got sorted straight away.”

Staff at the service made sure that people could access the care, support and treatment they needed when they needed it. Staff understood the needs of autistic people and people with a learning disability and worked to ensure that typical barriers faced by people were removed or mitigated against. People's care records showed they had access to care and support and referrals were made for treatment when they needed it.

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. Staff worked to ensure reasonable adjustments were in place for everyone, so people did not experience discrimination because of their disability and needs. People were supported to go out into their community, attend events of interest to them and access healthcare to achieve positive outcomes for their health and emotional and social well-being. For example, 1 person was supported to go to the gym, to go swimming, play snooker, bowling and spend time with family.

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 were supported to identify and achieve their future goals. Care plans detailed outcomes. The registered manager told us, “We aim to help people become more independent.”