Unity Health Care Solutions

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 inspection for 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’s care records provided detailed guidance for staff to ensure people received the care they needed and in the way they wanted. A professional told us, “Support is always planned in a person-centred way, and I feel this is why the support works” and “My clients always say they love the carer who is providing the support and that they can't do enough for them. They go out of their way to make sure everything is done before leaving and are very flexible. They never rush away if someone is ill and make them feel wanted and cared for.”

Staff 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 were introduced to people before they started providing care and support for them to understand people’s individual health and care needs. A staff member told us, “I was introduced to people before I started to work with them.” People received care and support from the same staff members which enabled continuity.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The registered manager 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, there was a complaints procedure in easy read format.

The registered manager 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. The registered manager had a system in place to seek feedback from people and their loved ones. A relative told us, “I am really impressed with all aspects of this service. I get regular updates and feedback.” A professional commented, “I have never had any complaints about the service or any staff member.”

Staff at the service made sure that people could access the care, support and treatment they needed when they needed it. Staff worked with other professionals to support people and to ensure they had any equipment they needed. Peoples’ care records showed they had access to care and support and referrals were made for treatment when they needed it. A professional commented, “If the staff observe there are any changes in support needs, or the client is ill, I am informed and kept updated.” A person told us, “I was in touch with the office a couple of nights ago. I was unwell and staff were very responsive.”

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. People and their relatives did not report any concerns in relation to any experience of discrimination and inequality from the service. 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 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’s wishes to remain at home were respected when they neared the end of their life. Advanced care plans that were in place explained whether people wanted health intervention if their heart stopped beating and if they wished to be transferred to hospital if their health deteriorated. Information was available about people's religion and cultural preferences if this support was required.