Stokely 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

Responsive – this means we looked for evidence that the service met people’s needs. At our last inspection we rated this key question good. At this inspection the rating has remained good. This meant people’s needs were met through good organisation and delivery.

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 service 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. People received care that was personal to them. One person told us, “They know me well for over a year now, the time they visit at 10.00 am suits me well and agreed in my Care Plan.” One professional told us, “The agency is very person centred and they will promote their independence by encouraging them to take the lead in any decision-making processes the client may wish to discuss with them.” People were involved in choosing who supports them. The provider told us when selecting suitable carers, they consider traits that align with the individual’s personality, cultural background, or interests, staff then support the person for a trial period and people are then asked for feedback. One relative told us their loved one received support from a consistent team and due to their person-centred approach this had led to reductions in incidents for their relative who now trusts the staff.

The service understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. Staff worked with other professionals to make sure people’s needs were met. Appropriate referrals to professionals were made when required, for example an Occupational Therapist. One professional told us, “they collaborate with my agency. When I completed reviews, the key worker to the services users are always there to provide details of how they are supporting the service user. Carers seem to be provided the care plans as they follow the recommended support plan.”

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Care plans provided details on people’s communication needs. The manager told us information is available in different formats to meet people's communication needs. One professional told us, “[Manager] and her team are also aware of any communication difficulties with their clients and will use different methods of communicating that the clients will relate to.”

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result. Some people told us they had not received feedback questionnaires regarding the service, however during the assessment we viewed a quality assurance survey completed in March 2024. Following this, an action plan was developed in response to issues raised which the manager advised had been actioned and fed back to people. People told us they were aware of the complaints procedure. Comments included, “Any complaints I would go to the manager, she phones from time to time and has made home visits” and “Management will try to action any complaints, and I do now have the confidence to complain if necessary.”

The service made sure that 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. One relative told us the manager was “Very willing to visit”.

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. Staff and management advocated on behalf of people to ensure they had access to medical services they needed. One professional told us, “[Manager] is very understanding of her client’s needs and wishes and advocates for them with all of the agencies she works with.”

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. People were supported to identify and achieve their future goals. Care plans detailed outcomes and the provider told us, “We set goals with the person, not for them. Ask what they hope to achieve from the care plan, whether it’s greater independence, improved health, or more social engagement, and incorporate their aspirations directly into the plan.” A relative told us how pleased they were that the service was supporting them to put in place plans for the future for their loved one.