Saxon Care Solutions Ltd (Trowbridge and Westbury)

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 assessed all of the quality statements in the responsive key question.

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.

People told us staff understood what was important to them and provided care in the way they want it.

Staff told us people were involved in developing and reviewing their care plans. They said the care plans were available on their electronic handsets and updated quickly when people’s needs or preferences changed.

We asked the local authority for feedback and no concerns were raised about the way the service ensured continuity of care for people.

People’s care records demonstrated the service had worked with other care providers and health services to ensure people received continuity of care.

People responded to the provider’s survey to say staff worked well with other services to ensure they received continuity of care.

Staff worked with other agencies to make sure people’s care was delivered. The registered manager told us about work they did in partnership with external agencies regarding staffing arrangements for some care packages, to ensure people received continuity of care. They told us staff had worked hard to improve communication with external agencies and felt the process was working well.

If people needed information in different formats the registered manager told us the provider had systems in place to organise this. This included information in different languages and different fonts. Staff demonstrated a good understanding of people’s communication needs.

People's communication needs had been assessed before they started using the service. Each person had a communication care plan, which was regularly reviewed. Care records demonstrated the communication plans were followed, with people receiving information in adapted formats where needed.

People we spoke with did not raise any concerns about the information they received from the provider.

People told us staff and managers listened to them if they raised any concerns and action was taken in response.

The provider had a complaint policy and process to manage any complaints. The registered manager kept a log of all complaints made and actions taken in response.

The registered manager told us they regularly reviewed feedback shared by people and families about shortfalls. They analysed for themes and told us they identified rotas and visit times were a common issue. The registered manager was taking action to make improvements needed for this shortfall which would improve outcomes for people.

People said they were supported to access services they needed to. This included support to plan hospital visits to ensure they were successful and information about advocacy services.

The registered manager told us staff supported people where needed to access local services. They told us for some older people using local medicines ordering systems had proven difficult. Staff helped with these systems and made sure people were able to order what they needed.

We asked the local authority for feedback and no concerns were raised about the way the service ensured equity in access for people.

The assessments completed before people started using the service included the accessibility of people’s home and whether any adaptations or equipment were needed. These assessments were regularly reviewed and updated where needed. Records demonstrated staff had supported people to contact manufacturers of equipment to arrange reviews and repairs if necessary.

The provider had information about their mission statement and values on their website and in booklets shared with people. Their mission statement outlined their ethos in striving to involve people in decision-making and how this would be achieved. The provider also shared details of advocacy organisations with people if they needed this type of support. People’s relatives could access the care planning system and make sure people were getting the care they needed.

The registered manager told us they recognised people might face inequality and discrimination in services and were aware of how they could act as intermediaries. Where possible people were supported to access services, local communities and healthcare by staff. They told us staff supported some older people to follow their interests by providing accessible transport.

People told us the provider supported them to access external health services.

Training was provided to staff on end-of-life care and the registered manager told us about their plans to further develop training packages. The registered manager said, “Staff do training on-line but I have asked our trainer to look at this. I would like more of a workshop, so we can have open conversations with staff about areas like this.”

People had been supported to express their wishes about future care needs. Relatives and friends were involved in these discussions where appropriate.

The provider had systems in place to work with other services, such as the palliative care team. No-one was receiving end-of-life care at the time of the assessment.