PBT Safer Care

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

People received person-centred care tailored to their individual needs and preferences. Staff knew people well and involved them in planning their own care and support, and making decisions that would affect them. People were treated equally and given the same opportunities by staff who were knowledgeable about discrimination and inclusion.

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 and relatives said that staff delivered person-centred care. One relative said, “Staff are from the same cultural background so they understand more about [person’s] specific needs, like their skincare regime.” Another relative said, “[Person] is very comfortable with the staff who are of the same cultural heritage, they find it easier to meet her needs.”

Staff had a very good understanding of people’s needs, choices and preferences. One staff member told us, “I ask people to make their own decisions where possible so they are in control of their care.”

People and relatives said staff were proactive. A relative told us, “A member of staff takes [person] to a community group and they helped train the staff there how to support [person] properly.”

The provider and staff had good understanding of people’s diverse needs. People received care and support that was tailored to their needs including people with protected characteristics under Equality Act. People were involved in planning their care. The director/nominated individual told us that staff were matched with people who communicated in the same language and were from similar cultural backgrounds where this was possible.

A healthcare partner told us: “[Person’s] family speak very highly of PBT Safer Care, who appear to be offering personalised, safe, well-led care. They recognise the importance of consistent and familiar care to clients suffering with confusion and memory loss.”

There were processes and procedures in place to support the delivery of person-centred care that was tailored to people’s needs.

The provider shared information with people appropriately. People said, “There is a file that has all the information I might need” and “The communication is really good. I can call or email the office and the management team respond quickly.”

The director/nominated individual told us that appropriate steps were taken to meet people’s communication needs and ensure that information could be presented in an accessible format. The management team was arranging makaton training for staff and training in british sign language. Makaton is a communication tool with speech, signs, and symbols to enable people with disabilities or learning disabilities to communicate.

There were systems in place to provide people with information that was relevant to them in meeting their individual communication needs. The provider had a good understanding of Accessible Information Standard. There was easy read documentation available but they had not yet been utilised.

People and relatives felt listened to and were kept abreast of changes to the service. A relative said, “If ever there is a new a member of care staff one of the managers bring them over to introduce them to us.”

Staff had a good understanding of complaints procedure. Staff sought and acted upon people’s feedback. One staff member told us, “If person wanted to make complaint I would tell them about complaints policy and pass any issues they raised on to the management team, if that is what they wanted.”

Feedback from people was captured. People told us that staff requested feedback from them periodically.

People and relatives told us they were involved in planning their care and had access to all the resources they required.

Staff fully involved people in their care and support. One staff member told us, “We ask people how they prefer to be supported and refer to their care plan.”

Partners did not share any information with us about this.

Policies and procedures provided a framework to ensure that people had equal access to care and treatment. The management team ensured people were involved in their care planning from the outset and spoke with people regularly about this.

People told us care and support was tailored to their needs and they were offered the opportunity to provide feedback on a regular basis.

Staff had a good understanding of people’s individual needs. Staff had undertaken training in equality and diversity and had a good understanding of how to support people with protected characteristics. A staff member told us, “People’s preferences are written in their care plan so we cater to their specific needs.”

The provider complied with legal equality and human rights requirements. The director/nominated individual demonstrated a strong regard for people with protected characteristics.

People and relatives were invited by the provider to share plans they had for their future care needs. A relative told us. “We were offered the opportunity to share future care wishes but I decided it was not the right time for us.”

Staff recognised the importance of supporting people to plan for important life changes. The provider told us, “Clients typically prefer not to discuss their future care matters during their initial assessment, preferring to keep that information within the family.”

People’s wishes in relation to their current care needs had been captured and these were outlined in people’s personalised care plans. There was no information in people’s care plans regarding future care wishes but the provider had given people and relatives the opportunity to share any wishes they had.