Smartway Health and Social Care Limited

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

Only one quality statement for this key question was reveiwed at this assessment. Findings from previous assessments of the service have been used to develop an overall scoring for this key question. People and relatives mostly felt able to provide feedback. The registered manager understood the importance of ensuring equity of experience for people and the impact of discrimination.

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.

We did not look at Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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.

The registered manager was alert to discrimination and inequality that could disadvantage different groups of people using their services. We found no evidence of people experiencing inequality in the service they received.

People generally had felt able to raise concerns and, in most cases, action had been taken and they were satisfied with the outcome. Some family members gave us examples of how they had been involved in decision making and felt their views were listened to, but others did not make comments in this area. Families gave examples of how they had been involved and told us, “Initially, she wasn't allowed to sit in her chair, and I asked if mum could do to have her meals. [they responded] Yes, we have had input.” People’s experience of care varied depending on the carer and some people had good carers on some occasions and less good carers at other times. One family said, “Generally, very good. Some carers are better than others.” Processes for obtaining feedback about the quality of the service through questionaries were in place but not everyone was able to confirm they has been involved in such processes.

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.