Mill Street

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 provider met people’s needs.

This is the first inspection for this service. This key question has been rated 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 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. Staff used person-centred tools and involved people in decisions about activities and support.

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. Records showed regular communication with GPs, social workers, and housing providers. Staff worked together to ensure smooth transitions, such as hospital discharges, and responded promptly to safeguarding concerns.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs, such as large print, and pictorial format. A person had been involved in tailoring a policy and procedure with the organisation to suit people’s individual needs.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result. People told us they felt heard and could make choices about their care. A relative said, “We have no concerns, staff keep us updated.” Staff described regular reviews and meetings where people’s views were considered.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Everyone has access to dentists and were supported to attend these appointments either independently, with staff or with family. Staff promoted inclusion and supported people to take part in community activities. Adjustments were made for individual needs, such as adapted equipment and communication aids. There was also an out of hours on-call system in place.

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. People experienced positive outcomes at Mill Street. We saw examples of how 1 person’s wellbeing had improved significantly after moving to the service, and how another person felt their flat was a “safe space.” Staff worked to reduce isolation and promote wellbeing through outings and hobbies.

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. Care plans included goals for independence and wellbeing. Staff supported people to plan holidays, community activities, and long-term health needs. For example, 1 person achieved a holiday they had wanted since 2021, which staff described as a proud moment.