Onecall24 Healthcare Limited

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• 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 has remained good. This meant people’s needs were met through good organisation and delivery.

People received a personalised service and were able to access any external resources they needed without barriers or delays. People were supported to live their lives as they chose, without discrimination. People knew how to make a complaint if needed. Complaints were listened to and responded to appropriately. Information from complaints, comments or concerns was used to help drive improvement.

We did not assess all the quality statements within this key question. We did not identify concerns relating to those areas which we judged as being met at our last inspection.

This service scored 79 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People or their representatives told us the care and support they received was personal to them. Most people said they had regular care staff, who knew them and their needs very well.

A person’s representative told us, “Interaction with [Name] is good, as they are non-verbal. Their communication is subtle, so people need to be switched on and it takes time to pick that up. [Name] knows the carers; they pitch it at the right level and the care is person centred.”

Another relative explained, “There is a fixed routine in place. It is important to [Name] the way things are done. It has to be the right people in the right place.” This person added, “There are 2 or 3 shadow shifts, and we get to know the new carer. If a new carer is not right, then [Name] and I will mention this, and the person will be changed.”

The staff and management team told us that people’s care packages were individually tailored to meet the specific needs of each person. Most staff said they were part of a team that continually provided care and support for just 1 person. Staff said it was beneficial to support the same person on a regular basis, as they could get to know them well and have a true understanding of their wants, needs and preferences. Staff consistently told us they worked hard to make sure people received care and support that was centred around them.

A member of staff told us, “Due to my client having complex needs, staff are required to be able to support them appropriately and fully.” This person told us about the training they had completed and said it was, “Individually directed training for my client.”

Another staff member stated, “The training and the person-centred approach is excellent. I cannot think of anything that isn’t right. I truly think they are an excellent company. OneCall24 Healthcare is amazing for the individual, their families and also staff. They have a holistic, and excellent person-centred approach for the healthcare of the individual, and also their families.”

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 or their representatives told us they knew how to make a complaint if needed. Most people said they felt their complaints were listened to and responded to appropriately. People also told us they were regularly asked for feedback about the service.

A person’s representative told us, “I am at a very good place with this company. [Name] has had their condition for 14 years and it is getting progressively worse. We have had many care companies in the that time. [Name] has full mental capacity, though their mobility is poor. We are a vulnerable family, and so not only [Name], but all of us need continuity and stability. There is a good relationship, but I must say if something is not right, I get people higher up in the company involved.”

Another person’s representative told us, they had made a complaint in the past and had felt comfortable doing this. This person said they felt it had been handled well and the company had kept them informed.

Some people commented that they felt communication with the main office could be improved. We spoke with the management team about this, and they provided evidence to demonstrate how they were already implementing changes, to make sure communication was more effective for everyone.

Staff and the management team told us that if a complaint was made or a concern was raised, it was taken seriously and investigated and the person raising the issue was kept updated and provided with an outcome. Staff told us they listened to the people they supported and always responded if they raised any concerns.

The service had effective systems and processes to help ensure people knew how to give feedback about their care and support, including how to raise any concerns or issues. There were processes in place for the staff and management team to learn from complaints and concerns and use them as opportunities for improvement.

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.

People or their representatives told us they felt they were treated fairly and supported in accordance with their individual needs and wishes. Nobody had experienced any discrimination or inequality. People told us the care workers helped them access external resources when they needed them. A person’s representative told us the care staff respected their relative ‘as a person’ and promoted their religion and beliefs.

A person using the service initially told us that they felt they were being denied the opportunity of taking part in an exciting and thrilling outdoor adventure activity because of their health condition, disability and the life sustaining equipment they needed to use. However, when we spoke with the management team about this, they explained why this could not be a ‘quick fix’. They subsequently provided evidence to demonstrate how they were working closely with the person, their family, medical professionals and the wider multi-disciplinary team, to help enable the person to fulfil their ambition. By the time we concluded this assessment, the staff and management team had completed comprehensive risk assessments and management plans; they had obtained alternative equipment and had sourced a venue that would support the person with their chosen activity.

Staff and the management team told us they made sure the people they supported were treated fairly and without discrimination, whilst considering each person’s individual circumstances. They said people were helped to understand their rights and were listened to if they felt they were being discriminated against in any way. The management team said that people’s feedback and staff awareness helped ensure people were able to live the lives they chose and have their needs met in the way they wanted. Staff gave examples of how they made sure people could access any services, resources or additional support when they needed it. A member of staff told us, “[Name] likes to do crosswords and go to craft events in the village. [Name] does have a wheelchair for hospital visits.”

The service had effective processes and systems in place to help ensure people were treated as equals and had equal opportunities and choices. The service accounted for differences in people’s circumstances and, when needed, allocated appropriate resources to ensure an equitable outcome. This helped ensure people were able to access the resources they needed and live their lives as they chose, without discrimination.

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.