My Way Support CIC

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 assessment 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 79 (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 was exceptional at making 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.

The service was extremely inclusive of people. There were pictures of people around the service. This included pictures they had drawn, images of themselves doing activities, pictures with staff members, pictures on holidays and pictures with loved ones. Everyone we visited indicated they were very happy with the support they received. Staff we met were very attentive, thoughtful in how they interacted with people and knowledgeable about people's needs and wishes. The team were very proactive and creative in their approach to supporting people’s emotional wellbeing and we saw particularly good levels of personalisation in people’s care and support. Care plans were exceptionally detailed, individualised and included information specific to each person including their preferences, history, family and cultural and religious information. Care plans promoted people’s choice and always involved family members. One person was particularly proud of their volunteering role and the independence it afforded them. We saw staff encouraged them in exercising their rights and choices and it was evident the person relished this. For example, they showed inspectors photos of them volunteering in a barber shop, which they thoroughly enjoyed. Another person showed us how staff had helped them to maximise their use of technology. They demonstrated with much enthusiasm how this had enhanced their independence and enabled them to participate in their daily routines. One person showed inspectors their mobile phone and an App they used which staff had helped them download. This App enabled the person to prepare their breakfast independently through the use of online pictures and sequences. This showed that staff took time to understand individual wishes and needs to ensure they delivered person centred care.

Staff demonstrated a deep understanding of each person and delivered care and support in a way which was individualised promoting equality and equity. Staff could give clear examples of people’s likes and dislikes, from favourite colours to favourite TV shows. People were promoted to lead full lives and were able to put forward their views and opinions. Care plans were treated as live documents which evolved alongside people’s needs. They covered all aspects of daily living including health, emotional wellbeing, community engagement, relationships, and aspirations and were updated promptly when changes occurred. Each plan included defined outcomes, regular review dates, and clear actions to help people achieve their personal goals.

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.

People’s care records provided clear evidence that the provider collaborated closely with other health services such as extra support from the Down Syndrome Association, occupational therapists, GPs, and other specialists. This partnership approach was designed to ensure people received the right support which was tailored to their needs. The provider encouraged family involvement at every stage. Relatives were invited to meetings and asked for feedback about the care provided.

Relatives confirmed people had access to the care they needed. One relative said, “The staff are very good at supporting people to receive the correct health input and they ensure I am kept informed about any changes or concerns.”

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

People were provided with a range of accessible information about their care, treatment and support, how to keep themselves safe, and how to report any issues of concern. This information was easy for them to find. Staff tailored communication to meet individual’s needs and written information was provided in accessible formats. The service had a deeply embedded culture of accessibility and inclusion and was complaint with the Accessible Information Standard.

People and relatives were kept informed about any changes to people’s care. Relatives told us,“They always phone us if they need to update us with anything,” and, “I feel really well informed. They will phone up if anything happens or if [name] isn’t feeling well.” Staff understood the importance of confidentiality and ensured people’s personal data was protected.

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.

The service had a well-established culture of listening and learning from the views of people, relatives, and professionals. People were actively encouraged to express their opinions about the care and support they received, and their feedback was used to shape ongoing improvements.

Regular meetings took place for people and relatives to share their views and receive updates about changes at the service.

People and relatives told us staff and managers were approachable, and they would feel comfortable raising a concern or complaint. Records showed complaints were appropriately investigated and responded to.

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

The registered manager and staff understood how to access the specialist health or social care support people might need. People had access to care which promoted equality, removed barriers or delays and protected their rights. The service maintained clear and accessible information about each person’s individual needs and preferences, ensuring this could be shared with health professionals if a hospital admission occurred. For example, hospital passports were available for each person including details of the person’s care needs and communication preferences. This information helped hospital staff gain an understanding of people’s individual needs.

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.

The provider had a commitment to creating equal opportunities for people who often experienced marginalisation. Staff worked exceptionally hard to ensure people were empowered and supported to promote equality and protect their rights. Staff ensured people’s disabilities were not a barrier to having a fulfilled life. For example, people were supported to achieve positive outcomes in areas which mattered to them, such as community engagement, leisure, relationships, and independent living skills. Staff adapted their approach to each person, promoting confidence and independence through consistent encouragement and tailored support.

Staff had completed training in Equality, Diversity and Human Rights (EDHR), which helped them to recognise, promote and protect people's protected characteristics. Staff showed a good awareness of what discrimination meant and how to challenge discrimination.

Staff demonstrated a strong understanding of protected characteristics and showed deep respect for each person’s identity, including their religious beliefs, gender identity, and personal history. One person was fully supported to express themselves in the way that felt most authentic to them. Staff worked closely with them, and with those important to them, to ensure their identity was recognised and respected. This included sensitively supporting the person as they explored their sexuality, always at their pace and in line with their wishes.

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.

The registered manager placed a strong emphasis on supporting people to progress in their lives and plan for their future. Care planning was inclusive and collaborative, enabling individuals to set meaningful goals which supported them to work towards greater independence. The provider ensured future planning was person‑centred and meaningful, with goals and outcomes developed in partnership with the person, their family, professionals, and others within their circle of support. This approach was aligned with the provider’s end of life policy, ensuring people’s wishes, preferences, and priorities were fully understood and respected.