GGW Care 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

Based on the findings of this assessment we found the service had improved and addressed all the outstanding breaches we identified at their last inspection. This was because at this assessment we found the provider had followed the action plan we required them to send us after their last inspection and improved. This meant staff ensured the personal care people now received was person-centred. In addition, staff continued to effectively communicate and share information with people in a way they could easily understand, treat people fairly and help them understand their equality and human rights. The rating for this key question has therefore changed from requires improvement 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.

At our last inspection, we found the provider had failed to ensure people always received person-centred care. This represented a breach of regulations. At this inspection we found enough improvements had been made to ensure people now received personal care that was person-centred. This meant the provider was no longer in breach of this regulation.

Managers and staff told us care plans were personalised. One member of staff said, “The guidance we can access electronically on our handheld devices is individualised and very clear about people’s unique strengths, likes and dislikes.” Care staff demonstrated good awareness of people’s individual support needs and preferences.

People told us they received person-centred care from staff who were familiar with their individual care needs, preferences and daily routines.

Staff were familiar with the personalised care, preferences and daily routines of the people they regularly supported.

External health and social care professionals expressed being generally satisfied with the person-centred care their clients received from this provider.

People’s care plans were up to date, personalised and contained detailed information about their unique strengths, likes and dislikes, and how they preferred staff to meet their personal care needs and wishes. Staff were committed to reviewing people’s care and support on an ongoing basis. Care plan reviews took place at regular intervals or as and when required if people’s needs and wishes changed. They included summaries of the support people had received since their last review and updates that needed to happen to ensure their care plan continued to reflect their current personal care needs and preferences.

People told us the provider supplied them with all the information they needed to know in easy to read and understand formats about how their personal care needs were to be met.

Managers and staff confirmed they could supply people with information about the service in accessible formats as and when this was requested.

The provider had systems in place that enabled them to supply people with information about the service in accessible formats as and when required. For example, the service users guide, and the providers complaints procedure could be made available in a variety of different formats, including large print, audio and different language versions. Peoples communication needs and preferred method of communication was clearly highlighted in their personalised care plan.

People told us the provider routinely sought their views about the service they received. One person receiving a service from the provider told us, “[name of the registered manager] does sometimes ask for my feedback about the service they provide me.” People also said they were able to express their views and engaged in making decisions about the personal care they received. People, and those important to them, took part in making decisions and planning of the personal care package they received. Furthermore, people also said they were aware of the provider’s complaints policy and how to raise any concerns or complaints they might have. One person remarked, “It is easy to contact the office and get things sorted out.” Another person added, “I haven’t made a complaint, but I know how to do it and I am sure I would feel comfortable doing so if I felt the need.”

The provider valued and listened to the views of staff. Staff were encouraged to contribute their ideas about what the service did well and what they could do better. This included regular individual meetings with the office-based managers and in-person observations of their working practises during call visits conducted by their supervisors. They also had regular opportunities to participate in the providers staff survey. The registered manager also told us people knew how to raise complaint of they had any concerns about the standard of personal care they received.

The provider promoted an open and inclusive culture which regularly sought the views of people they supported and encouraged them to actively get involved in making informed decisions about the service they received. They used a range of methods to gather people’s views about the service and check their wellbeing. This included regular telephone and in-person home visit contact by managers and supervisors, as well as opportunities to participate in the providers own customer satisfaction surveys.

People could access the care, support and treatment they need when they need it.

Staff understood people had a right to receive the care and support that met their specific individual needs.

External health and social care professionals told us the provider made sure their clients could access the care and support they needed when they needed it.

People received care and support from staff according to their individual assessed needs and wishes. People had access to external health care and social care professionals as and when needed.

People were provided with the care and support they wanted based on their specific needs. People were engaged and supported by staff to be included and have the same opportunity as others to receive the care and support of their choice. One person told us, “I only have female care staff. That’s what I’ve requested and the service sticks to this agreement.”

Staff understood people had a right to be treated equally and fairly, to receive care and support that met their specific needs. Staff understood about people’s cultural heritage and spiritual needs and how to protect people from discriminatory behaviours and practices. The registered manager confirmed they ensured people who requested to have gender specific care staff to provide their personal care was met. Staff gave us a good example of how they now supported a person with mobility needs to regularly attend services at a local church in accordance with their expressed wishes.

People’s care plans contained detailed information about their individual wishes and preference’s in relation to how their social, cultural and spiritual needs should be met. This meant staff now had access to information about how people should be supported with their specific cultural and spiritual needs and wishes. Training records showed staff received equality and diversity training to help them make sure people were not subjected to discriminatory behaviours and practices.

At the time of the inspection, no one was receiving end of life care.

Staff told us that they were not supporting anyone on end of life or palliative care at the current time. However, they said people’s end of life wishes were recorded in their care plans.

Care records reviewed included ‘advance statements.’ This is a statement that allows people to record and describe their wishes and preferences about future care, if they were to ever be unable to make or communicate a decision or express their preferences at the time. Details about peoples end of life preferences, wishes and beliefs were recorded in their care plans. Details of ‘Do not resuscitate’ were included in their records. Training records showed staff had received training in end of life care.