Icare Solutions (Wirral) 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 assessment we rated this key question requires improvement. At this assessment the rating has changed to good. This meant people’s needs were met through good organisation and delivery.

This service scored 71 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider 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 told us their needs were met in an individualised way. For example, one person said, “When they first came it was a bit early to put [name] to bed, so they changed it to later.”

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. The provider arranged care quickly when needed, for example to support people coming out of hospital. Managers often liaised with health and social care professionals. They had supported people to apply to access appropriate funding streams where their needs had changed.

The provider had not always fully ensured appropriate, accurate and up-to-date information was available in formats tailored to people’s needs. People’s care plans considered their communication and information needs. However, whilst people could access their care plans electronically or could ask for a paper copy, not everyone was aware of this. We asked the provider to provide a copy of a person’s care plan at their request and managers arranged this. The provider needed to ensure everyone was fully aware of the options available.

The provider 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. The provider had a complaints procedure and people said they could raise any issues should they wish. People told us, “I give constant feedback all the time” and “Yes, anything I can voice, anything I can suggest.”

The provider made sure people could access the care, support and treatment they needed when they needed it. Staff ensured they communicated with other agencies when people’s needs had changed. We saw examples where staff had advocated on behalf of people to access other appropriate support. People told us staff supported them where needed. One person said, “When I went into hospital it was [care staff] that called an ambulance for me. She [staff] can always tell when I’m not well.”

Staff considered people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. People’s care plans considered how their cultural and/or religious needs, as well as if other protected characteristics impacted on their care and the support they needed.

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’s care plans contained information about people future planning needs, such as whether they had advance directives or DNACPR (do not attempt cardiopulmonary resuscitation) orders in place.