Pacific Care Services 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

Responsive – this means we looked for evidence that the provider met people’s needs. At our last inspection we rated this key question requires improvement. At this inspection, the rating has changed to good.

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.

The provider 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. One relative said, "My [relative] feels totally comfortable with the staff. They are unobtrusive pleasant and very personable.”

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment, and support. Staff involved people in decisions about their care and told them what had changed as a result. People told us they were aware of the complaint’s procedure. One person said, “The manager is phenomenal. They reply and respond in their own time, and they go above and beyond.”

The provider made sure people could access the care, support, and treatment they needed when they needed it .The office was not accessible for people to visit, however managers visited people within their homes and the service had an on call process in place should people need support when the office is closed.

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 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.