Ree Enterprise UK 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

People received person-centred care and support from a core staff team who knew them well. People were supported to spend time doing things they enjoyed. Information was provided to people in their preferred format. Communication at the service was good and staff recognised the impact poor communication had on people. Concerns and complaints were investigated and used as learning opportunities. People were supported to discuss goals. Staff received end of life care training and supported people kindly at the end of their lives.

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 told us staff treated them with dignity and treated them as individuals. A person we spoke with said, “They are more like friends than carers and I look forward to them coming. I have 5 different carers and I know who is coming on each visit. They do everything I ask them to do.” People told us, staff supported them to live their life in their chosen way. All the people we spoke to told us staff respected their choices and took their time in the support they provided.

Staff knew people well and had a good understanding of person-centred care. Staff knew the importance of getting to know each person’s needs to ensure they were able to respond to any changes in those needs. Care plans were detailed and demonstrated staff sought out to ensure people’s whole selves were reflected in their care plans. Care plans reflected people’s individual needs, life history and religious beliefs. The registered manager explained people’s communication needs were fully assessed to ensure they could communicate their individual needs. A senior member of staff told us, they identified a language barrier for one person, so they identified a member of staff who could speak the same language and ensured they supported them with making their preferences known. Staff told us, people were asked their preference for who supported them, and this was always respected. A staff member gave a specific example of person requesting support from only male staff members and explained this was always respected.

People told us they had continuity of care and always knew which staff were arriving to provide support. People explained any new team members were introduced by staff who already knew them well. People told us staff always stayed for the allocated time to ensure they received the correct provision of care. People told us staff helped them with other services such as appointments and completing exercises suggested by therapy teams.

Care was assessed and planned. Staff told us they knew what support people needed as detailed care plans were in place. Staff told us they had built up good professional relationships with people and other professionals to provide a good continuity of care. Staff told us they had good access to the community nursing team to ensure any nursing needs could be met in a timely manner. Staff told us many of the people they supported required specialist input and they had built good relationships with these professionals to ensure people’s complex needs were met.

Feedback from professionals was very positive in how the service supported people. A professional we spoke with said, “They have always followed our care plans effectively; we have never had to give them any advice as they have always provided an excellent quality of care.”

Processes in place meant people were supported to undertake hobbies and spend time in the community. Where social support was provided care plans were in place detailing what people wanted to do and how staff should support them. Regular reviews took place to ensure that people were happy with the care provision.

People and the relatives we spoke with did not raise any concerns in relation to the information they received. People were happy with the level of communication and felt well informed by the service.

Staff told us information relating to people and policies was readily available to them. All staff confidently told us where they could find information relating to people’s needs. Staff also discussed providing information to people, they discussed language barriers and non-verbal methods of communication to ensure people could make their wishes known. The registered manager told us about the electronic monitoring system which was in place to monitor call times. This system allowed for all information relating to call times to be shared with people who use the service in a timely manner. For example, staff monitored this system and could identify if a staff member would be late, calls were made to inform people of the anticipated arrival time.

An electronic system meant all staff had instant access to care records in order to support people safely. Where people requested, they had paper copies in their homes which they could review and communicate with staff. An electronic messaging system was in place which meant information was sent out to all staff immediately. Service user and staff handbooks were in place to ensure all people and staff were aware of the service provided.

People and their relatives told us they knew who to talk to if they wanted to make comments or raise any concerns. People fed back the office contacted them regularly to gain their opinions and people and their relatives had recently completed a questionnaire to give feedback on the care and support provided. People told us, they felt able and confident to raise concerns and compliments to the management team.

Staff listened to, respected and supported people to share their ideas. Staff said, “We make sure people using our service are listened to, any complaints are taken note of and we make adjustments.” The registered manager told us they contacted people and their representatives to ensure they were happy with the level of care. The registered manager understood their duty to ensure all concerns and complaints were responded to in a timely manner.

Processes in place supported people to share their views about the service and the support they receive. Quality questionnaires were sent out to seek their opinions on the care provided. Results were awaited however, the management advised they would use the results to improve the service. Meeting minutes we reviewed demonstrated staff were supported to speak freely. There was a robust complaints process and policy in place and all complaints raised were investigated and responded to in a timely manner. Minor concerns were also documented, and staff informed of any changes needed as a result of a concern being raised. For example, we reviewed a concern about a late call, immediate action was taken, and a response sent to the person who was happy with the outcome.

People had access to a wide range of services. Whilst most people told us their families supported to attended appointments, people told us staff helped them get ready for appointments to ensure they were not late. People told us staff helped them take part in activities of their choosing.

Staff spoke confidently about supporting people to spend time doing things they enjoyed. Staff gave us several examples where they supported people to undertake their hobbies, this included watching a specific genre of films, going shopping and visiting parks. Staff understood the positive impact of spending time doing things people enjoyed had on their overall health and well-being.

We received positive feedback from the 3 professionals we spoke with. All said the service communicated well and supported people very well in areas of care.

Processes in place meant people were supported with their social needs safely. Care plans were in place to ensure people were safely supported. Care was also tailored around people’s health and social care appointments. For example, where a person visited a day centre regularly, staff ensured the person was ready for their transport on time. On one occasion due to an emergency staff were going to be late, they communicated clearly with the person’s relative so the person did not miss their day at the centre.

People were provided with support from the right number of staff, where people required support from two staff this was always in place. People told us staff supported them to live independently in their chosen and any choices respected.

Staff supported people to live their lives in their own way respecting people’s lifestyle choices and religious beliefs. Staff spoke about a person’s specific religious beliefs and gave an example about specific areas which were developed and aligned with the person’s religion at the centre. This reduced the risk of barriers to care the person may face.

Processes in place supported all people to gain access to care and support. The provider supported people from diverse communities and cultures. Needs were assessed and documented prior to people receiving care and support. This meant people felt comfortable they were getting the right care and support from staff who understood them. The provider ensured the right staff were employed to prevent barriers to care from occurring. Where language barriers were identified, staff were sought out to support people.

People and their relatives told us they were involved in planning their care and their needs discussed during the initial meeting with senior staff. Where people had goals to become more independent staff supported them to do this.

Staff received training in end-of-life care. Staff told us care plans were in place for anyone who required support towards the end of their life and knew where to find these. They felt confident supporting people to achieve goals such as supporting people to regain independence. Staff gave an example of a person who had left hospital being nursed in bed, following support from staff implementing advice from a physiotherapist, the person was able to get out of bed using specialist mobility equipment.

Care plans in place, where appropriate, considered people’s end of life wishes taking into account any religious or cultural beliefs. Goals were also documented detailing what staff should do to support them.