BGS Healthcare Ltd

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 reviewed 2 quality statements in this key question. People had access to healthcare in a timely way, and staff advocated for people if needed. Leaders had a clear awareness of the diverse needs of people and staff and worked hard to promote equality and minimise any barriers.

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.

One health and social care professional told us a lot of the staff team were very local and they aimed to meet the needs of the local community.

Staff kept health and social professionals up to date with any concerning information about the person’s wellbeing. They were also invited to care reviews, which enabled coordinated and improved support for the person to be implemented.

Leaders were knowledgeable about people’s diverse health and social care needs. They gave examples of these, and explained how other professionals were involved to ensure the person’s wellbeing. Leaders described one person who often declined support and lived in an unhealthy environment. They said they regularly liaised with other professionals about this, to ensure the most appropriate support was being provided. Leaders said advocating for a person was important to them and part of their role.

People told us the service worked well with other professionals when needed. This included local GP surgeries, occupational therapists, social workers, and pharmacies. Staff also told their family of anything they needed to know once consent to do so had been sought.

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.

Leaders told us there was a clear focus on equality and breaking down barriers. They said work had been undertaken to further promote and value diversity. This included challenging some perceptions of ethnicity from people, and the impact of certain life experiences. Staff told us they completed equality and diversity training and respected each person as an individual. People were fully involved in developing their support plan and could make changes at any time they wished.

People told us they were supported to access services to meet their healthcare needs. They said their rights were promoted and they could share their views about their service through feedback calls, care reviews and surveys. Some people said the manager sometimes undertook their support and would ask different questions such as staff performance. People told us they would be confident to raise anything they were not happy with and knew it would be addressed. People could not think of anything that could be done, to improve the service further.

Documentation, which informed people about service provision, was available in large print and easy read, to better meet their needs. All records were electronic, but some people continued to have paper copies of their support plan and associated documents to make it easier for them. This included how make a complaint or report abuse. Leaders analysed all feedback people provided and identified any patterns or trends. People were informed in writing of the outcomes from the surveys they had completed and any other analysis. This included the work leaders had undertaken to improve the safe management of medicines. Records showed all concerns were fully documented alongside a clear analysis and the action taken.

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.