Headzpace Therapeutic 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

Responsive – this means we looked for evidence that the provider 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 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.

People had detailed personalised care plan in place, that detailed their’ routines, and preferences. Daily records showed people received personalised care for example, people were supported to participate in activities that were meaningful to them such as visiting national parks allowing them to be in open space. Relatives told us their loved ones were supported by a staff team who knew them well. One relative told us, “[person] loves their food. They have cultural awareness around what they like to eat and what they’re used to as well so that’s positive.”

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.

Systems and processes were in place to ensure people’s care was regularly reviewed and updated. The provider shared relevant information and changes with staff and external healthcare professionals, where required, to ensure people consistently received appropriate care and support. This meant people’s care remained up to date, coordinated and responsive to their changing needs, resulting in more consistent and effective outcomes.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

The provider made it easy for people, relatives and professionals to share feedback, raise concerns or make complaints about care and support. People were involved in decisions about their care, and staff kept them informed about changes made as a result of their feedback.

Relatives and professionals told us communication had improved. Effective systems were in place, including an instant messaging service for relatives to share feedback and receive updates. Professionals also told us communication was timely and more responsive.

This meant people and those important to them felt listened to and informed, and feedback was used to improve the quality of care and support.

The provider made sure that people could access the care, support and treatment they needed when they needed it. The provider ensured people had equitable access to care, support and health services, based on their individual needs.

People were supported to access healthcare services, including GP, dental, optician appointments and specialist input, with records clearly documenting these. Care plans reflected people’s diverse needs, including communication and health requirements, and staff adapted their approach to ensure people could access services and participate in their care. Guidance from healthcare professionals was incorporated into care plans to support consistent and appropriate access. One relative told us, “The doctors talk to me, but [staff] take them to appointments and arrange them. They [staff] know them better and can get them into the GP. They used to have to be sedated for blood tests but with their [staff] support they’ve taken blood from them awake which is just amazing.”

We did not look at Equity in experiences and outcomes during this assessment. The score for this quality statement is based on the previous rating for Responsive.

People were supported to plan for important life changes and given time to make informed decisions about their future, including at the end of life.

At the time of our assessment, no one required end of life care. However, the provider had a policy in place to guide staff where this support was needed. The management team told us staff would accompany people to hospital or emergency services where required, to ensure they were supported appropriately, particularly as people had complex needs.

This meant people could be assured their future care needs would be planned and delivered in a supportive and person-centred way.