Aniis Care

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 requires improvement. At this inspection the rating has changed to good. This meant people’s needs were met through good organisation and delivery of care and support. At the last inspection, we found care was not always planned in a person-centred way. At this assessment, we found improvements had been made and the provider was no longer breaching regulations. People received person-centred care which reflected their needs and preferences. People had the information they needed to understand about the service. The provider listened to people using the service and other stakeholders and valued their input into the service. There was a suitable procedure for making complaints. People were treated fairly and without discrimination.

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 received person-centred care which met their needs and reflected their preferences. People and their relatives confirmed this, telling us that they were involved in planning their care and that care workers followed care plans. Staff told us about the ways they supported people to help provide personalised care. Their comments included, ‘’I assist my clients with personal care, meal preparation and household tasks to help them maintain their independence. I also encourage them to engage in hobbies and activities they enjoy, like watching their favourite programmes, gardening or taking walks. This brings them joy and keeps them active’’ and ‘’I chat with clients and talk to them about what they would like to do and how to assist them.’’ There were examples of when the provider had worked with people and their families to adapt care and provide additional support when needed. For example, to help people attend celebrations and social events.

People received continuity of care between services. The provider worked closely with other professionals to support people to access joined up care and support. External professionals told us the staff listened and acted on their advice to enable people to receive responsive care which reflected their needs. The provider demonstrated how they had followed up concerns and changes in people’s treatment with other professionals to make sure people received continuity of care.

People were able to access the information they needed about the service and their care. They and their relatives confirmed they were given written information, which included key procedures, information about the agency and copies of their care documents. They told us the management team regularly visited or spoke with them on the telephone to share updates.

The provider listened to and involved people in their care. People told us the management team created care plans in collaboration with them, recording their views and opinions. People also told us they understood how to make a complaint and felt their concerns were listened to and acted on. One relative commented, ‘’The office is always responsive when I need to contact them.’’

People could access care and support they needed, in a way that worked for them and which protected their rights. People using the service and relatives told us the agency was flexible and responsive, providing appropriate care. The provider operated an on-call system where staff, people using the service and relatives could contact them when they needed extra support or in an emergency. Staff told us there were no barriers to supporting people with different needs. Staff understood that they should not discriminate against people and they helped to make sure the people they supported had equal access to healthcare.

People had good outcomes and experienced equity. People told us they did not experience discrimination and staff understood and respected their lifestyle, culture, religion and family homes. Care assessments and plans recorded people’s diverse needs and explained when they needed additional support to meet these. The provider had policies and procedures to help ensure people’s rights were respected and reasonable adjustments were made when needed to help make sure people experienced positive outcomes.

The provider helped people to plan for the future. They asked people about their wishes for care should they become very unwell and if they were dying. They recorded the aspects that were important to people so that staff would be aware of these if needed. People’s wishes regarding cardiopulmonary resuscitation had been recorded and incorporated into care plans.