Choices Healthcare 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

The provider was proactive in obtaining feedback from people and their relatives and had responded to feedback effectively and in a timely way.

This service scored 68 (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.

People knew how to complain this was evident from the complaints log for the last 12 months. However, some of the problems that had been notified to the registered manager over the last 12 months were still occurring today. The registered manager had in place clear oversight to deal with these problems as and when they arose. They shared with us their lessons learnt and how they would be addressing these concerns moving forward. Staff told us they felt listened to and that the registered manager was approachable and supportive. Comments included, "I feel supported by my manager. They have wonderful communication and have always helped me with any concerns I’ve had. They have supported me throughout my time at choices and are very approachable and friendly, yet professional. I have no concerns or improvements regarding my manager" and, " My manager is very supportive."

People and their relatives told us they felt listened to and that they felt things had improved lately. “There is a rotating door of carers that look after [relative], most of whom have dementia training, but some definitely don’t. I have told them (office) it’s not appropriate to send carers who are not trained in dementia and give them their due, they have responded" and, “I can testify that their care has improved and I am now, just about able to step back and let them do their job.” Another person told us, “I have completed a family book about how mum is and the carers now have a WhatsApp group to share necessary information (about mum) to the team looking after her. [name of carer] and [name of carer] are excellent carers. Staff at the office are good and I feel I could recommend them now that communication is so much better.”

People or their relatives had a telephone quality monitory survey every three months to ask for feedback about their care calls. Feedback was positive.

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.

People and relatives told us they felt the quality of the service they received had improved in recent times. We found any concerns people shared with us as part of this assessment process had already been raised with, or identified, by the registered manager and actions had been developed to drive improvement in these areas.

Staff supported people to feedback on their care, this was both informally during care visits and spot checks and formally through a monthly care review with people and annual quality assurance surveys.

The provider used various mechanisms to help them monitor the quality of the service delivered to help ensure equity across all. The provider complied with equality and human rights requirements, including avoiding discrimination, having regard to the needs of people with different protected characteristics and making reasonable adjustments to support equity in experience and outcomes.

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.