Archived: Northbrook

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.

At our last assessment we rated this key question good. At this assessment the rating has remained 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 ensured that people’s goals for independence were central to their care and support. Care was personalised, with input from people, their families, and relevant professionals to ensure individual needs and preferences were met.

Staff consistently focused on individuals’ specific needs, and records reflected detailed guidance on how to support people with particular tasks. Care plans included a section on personal aspirations, and staff actively supported people to achieve both short- and long-term goals. One person described they were supported to engage in their chosen activity and said, “I really like doing X. They [staff] join in”.

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 ensured that care was coordinated and integrated. Staff worked proactively and flexibly with external partners, including specialist nursing teams, to obtain necessary information and advocate for people to ensure there were no barriers to their care. Care plans were tailored to individual needs, detailing support required for specific conditions such as diabetes or epilepsy and mental health challenges as informed by appropriate health professionals.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

People were provided with accurate, up-to-date information in formats appropriate to their needs. We saw staff communicated using verbal and non-verbal methods suited to each individual, adjusting their approach to ensure understanding. The provider adhered to the Accessible Information Standard, ensuring people had timely access to information in formats they could understand.

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 were actively involved in decisions about their care and were informed of any resulting changes. Staff considered personal preferences, such as facilitating friendships and shared activities, when planning support. Feedback mechanisms, including house meetings and an open culture, encouraged people to share suggestions, ideas, or concerns. Complaints were infrequent and were addressed appropriately. One record detailed the need for staff deployment to be reviewed during a period of crisis. The provider managed this situation effectively.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

Staff understood and responded to people’s individual needs, supporting equitable access to health and social care services. Care planning was accurate and up-to-date, contributing to safety and consistency. Staff worked collaboratively with external partners to ensure people received appropriate and timely care.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

People consistently experienced person-centred care, promoting equity in outcomes. Staff shared key information with other health professionals, including hospital passports, and advocated on behalf of individuals to ensure their preferences and needs were understood and respected. People regularly accessed the community and engaged in various local activities, visiting shops, meeting with friends and enjoying social amenities.

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.

At the time of inspection, no one was receiving end-of-life care. The service supported people with relatively high independence, fostering close, trusting relationships between staff and people. Staff supported conversations about longer-term health and care planning in a respectful and person-centred manner. The provider did have a policy in place to assist people, should they require end of life care.