Brighter Future Services

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 71 (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 did not always make sure people were at the centre of their care and treatment choices and they did not always work in partnership with people, to decide how to respond to any relevant changes in people’s needs.

Care plans contained a vital information about the people’s like, dislikes, diagnosis, communication, behaviour, daily routines, religious and spiritual needs etc. mostly based around the needs of individuals. However, the care plans lacked detailed information about people’s diagnoses. For example, care plan highlighted that the person diagnosed with Global Development Delay. There was no information for carers to read and understand what this condition is and how it affects an individual.

The care plan we reviewed did not promote choices for people using the service. For an instance, the care plan did not have the information whether person prefers to be supported by a male or female carer. We brought this to the registered manager’s attention, and they updated the care plan.

Staff demonstrated a good understanding of how to support people in a person-centred way. Relatives we spoke with said that they were happy with how staff supported them.

Relatives told us they were involved in planning their care and support and were able to share their preferences for how they wished to see care for their relative. Relatives told us they were supported by staff who knew their relative well.

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.

Staff received induction, shadowing and quarterly reviews to enable them to understand the needs of people. Supervision and appraisal also provided staff an opportunity to explore further trainings requirements. The provider worked with people and their relatives to provide consistent care. People’s needs were understood by staff. Staff demonstrated a good understanding of people’s support needs and preferences.

Information was shared between staff and registered manager to ensure continuity of care. Care records included information from activities of daily living, cultural, religious and spiritual needs, important individuals, food preferences, eating and drinking and communication.

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

The care plan we reviewed clearly outlined the communication barriers people using the service have. For example. The care plan included the information about [Person’s] preferred words or phrases to indicate their feelings. A healthcare professional said, “It had been wonderful to see [Person] relaxed, happy and able to participate in such a wide range of activities. They had shared new happy catch phrases.”

Relatives also confirmed that they had been fully involved in future planning about the person using the service.

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 listened to and involved in their care. Initial care assessments were caried out in conjunction with people. The registered manager told us they had regular contact with people and people confirmed this. A relative said, “The registered manager had been in regular contact since we started. We still have meetings to discuss health and wellbeing of the [Person].”

There was a complaints policy in place. People and their relative told us they knew how to make a complaint, although they had not needed to do so. Staff meetings and individual supervision meetings were held and gave staff an opportunity to provide feedback.

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

People could access the care and support when they needed it. Staff understood people’s needs, and they were able to provide the support that was needed. The staff we spoke with told us that they have had access to the care plans. Risk assessments were reviewed and updated as needed, including following incidents or changes in needs or risks. We also looked at the provider policy in regard to care plan and risk assessment, and we found these were being followed.

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 were supported by the provider to access the community and community facilities. For example, the service supported people to local leisure centres, parks, library, and football clubs. The provider sought to meet people’s needs around equality and diversity. Equality and diversity were also covered in people’s care plans. The provider had a policy on equality and diversity to help provide guidance to staff. Staff received equality and diversity training which helped them to understand discriminatory behaviours and practices.

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 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’s care records reflected their preferences, views and feelings about their health and wellbeing

At the time of the inspection, the registered manager confirmed that they did not have plans to provide end of life care. However, systems were in place to discuss planning for the future, to ensure people’s needs and wishes were identified, should this type of care be required.