Acerta24

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 ensured people had a full assessment before any support service was offered. This ensured people’s needs could be met as effectively as possible. These assessments were used to develop plans of care to guide staff in how to support people. This had ensured people received care and support that met their individual needs and reflected their choices and preferences. The provider asked people for feedback in different ways, which included regular care reviews, surveys and family meetings. The staff team were aware of potential barriers to positive engagement and individual challenges people may face in providing feedback on their care. Staff listened to people and tailored their care and support as people's needs changed or their preferences to care changed.

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.

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.

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.

People were not able to provide verbal feedback to us about their experience, however their relatives were and they told us their family members were wherever possible enabled to follow their own routines and interests and staff supported them well with this. Comments from relatives included, "Staff are very kind, very person centred, they know people well and look for any clues the person may exhibit so they can respond appropriately”, “Being non-verbal it can be difficult to interpret [family member's] needs but we [relatives] are there to assist when needed". Relatives were positive about the service and the care provided and commented on how well staff knew people’s individual needs.

Staff were positive about their role and told us they aimed to advocate for and support people to develop skills and maximise their abilities and independence. They shared examples of things they had done to support people which they were proud of. Staff told us they were aware of the challenges people faced. Staff understood their role in ensuring people's equality and diversity needs were met. Managers told us people’s diverse needs were assessed and considered on an ongoing basis. This was echoed by people. Staff received training in equality and diversity. They told us they empowered people by presenting information and options in different ways and always offering choices.

People’ relatives were asked to provide feedback in different ways such as with care plan reviews, spot checks and feedback surveys, all of which were used to review people’s needs. Where necessary, this resulted in changes to people’s support and the service provided. Regular surveys were completed, and we were shown the results of a recent survey. This showed people’s level of satisfaction was high and comments were positive. Feedback gathered from surveys was reviewed and analysed, and actions taken as required.

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.