1 Stratton Road

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 82 (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. This meant people always received the most up to date support in line with their changing needs.

People and relatives told us they were happy with the service provided, which met their specific needs. Staff told us providing a service to meet people’s specific needs was the reason they came to work. This approach was reflected in the care records we reviewed. Comments from people included “I cannot tell you how nice it is to live here, how nice to have my own space and not be there [the previous placement] anymore”.

Another person told us they liked living at the house. Staff explained that when the person was living at a different address, staff noticed that they seemed unhappy and withdrawn in a communal residential home. The provider involved the person, and they chose to move to this care home where they had space to live more independently. The person was keen to tell us about everything they had achieved since they had moved to the care home.

People choose their own items for food shopping and staff supported people to cook. People were given the opportunity to cook one to one with staff or to have a set choice from a home cooked meal every night.

Alternate support was put in place to meet the person’s needs within their existing home. The person told us they felt “relieved” and said they felt listened to and reassured. This demonstrated a strong commitment to person‑centred care, advocacy and working in a way that put the person firmly at the centre of decision‑making.

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 worked in partnership with other agencies, to ensure people received continuity of care. Details of this support was recorded in people’s care records. Relatives told us they worked well with the provider and specialist health services to ensure continuity of care for people. Where people were coming out of hospital the provider ensured continuity of care between the home and the hospital, so people received good quality care provision.

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

People’s communication needs had been assessed, and a communication support plan had been developed with each person. Documents had been provided in more accessible formats for people, including the use of symbols, photographs and pictures. During the inspection we observed staff using people’s specific communication methods to support them to make decisions. During the assessment, we communicated with some people using a mixture of Makaton and objects of reference in order to gain their feedback. People showed us the home’s easy read documents.

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 provider had a complaints procedure, and accessible versions had been developed for people. There were systems to track all concerns and complaints that had been raised to ensure these had been followed up and action taken. People told us staff listened to them and took action to resolve any issues. One person told us, “I have never had any issues and when I have suggested things these have always been taken on board.”

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

Assessments included the support people required to access the care they needed, including any specific equipment or adaptations, and this was regularly reviewed, in line with people’s changing needs. The provider had made adaptations to the building, reducing the overall number of bedrooms from 6 to 3 so that people could have their own space. These ‘flatlets’ within the home included a kitchenette and living dining areas as well as a bedroom. This reduction in overall bedroom capacity enabled people to maintain their privacy while also maintaining their independence.

Staff and leaders were innovative in how they listened to information about people who are most likely to experience inequality in experience or outcomes. Staff and leaders actively used this information to provide exceptionally tailored care, support and treatment in response to this.

The management team were aware of the barriers people with disabilities may face and worked with a range of agencies to support people to overcome these. People’s needs were reviewed regularly to ensure they were being supported in the least restrictive way possible which still met their needs. Staff had worked with health and social care professionals to reduce restrictions for people, for example reducing psychotropic medicines and supporting people within the home rather than attending short term stays in hospitals. People were supported to access local community services and healthcare by staff when needed. Staff had completed equality and diversity training and had a good understanding of the discrimination people may experience.

People told us there were no restrictions on visiting times. Comments from people included “my relatives can visit whenever they like, they do not need to phone ahead, they can just turn up”.

Further, the registered manager identified some people could use their finances better and arranged for best interest decisions to be held. The manager advocated for people to spend their finances how they wanted to, and this involved applying for a mobility vehicle on behalf of someone so they could access the community more frequently.

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 had been supported to set goals for the future and plan out the support they needed to achieve those goals. The service was not providing any end-of-life care. The manager had started discussions with people and their relatives to ensure any specific wishes about end-of-life care were known. The registered manager told us that previous people living in the home had been supported with their wishes to pass away at home. Staff told us, “It was really tough, but I was so happy that [person’s] wishes were followed”. Staff also told us they were supported by the registered manager with bereavement counselling.