Residential Care Providers Limited

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 service 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 provided care and support, which was personalised and met people’s individual needs. They involved people in making choices and decisions about aspects of their lives. Risks to a person’s safety and wellbeing were considered and discussed openly so that staff could support people to be safe at home and in the community. These were regularly reviewed and updated.

Information about people’s needs, preferences and daily lives were easy to access and to read, meaning staff could support them in a person- centred way.

Care was personalised and shaped around what mattered to people. Staff demonstrated a good understanding of each person’s history, preferences and identities. Care plans clearly set out each person’s needs, preferred routines, and the level of support required with personal care. Care plans detailed what was important to each person, including their life history, cultural beliefs and significant relationships. These were presented in easy read format to help support people to understand and be involved in their personal development.

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 registered manager emphasised the importance of continuity of care and ensured there was a consistent staff team that people were familiar with. This allowed staff to build trusting and meaningful relationships with people, to understand what was important to them and to support them to live their best lives.

Staff understood the needs of autistic people and people with a learning disability. People’s care was well planned, delivered and coordinated with other services. This helped ensure people received support that met their needs, promoted their wellbeing and adapted to changes in their circumstances.

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

The provider understood the Accessible Information Standard, and we saw documentation, where required, had been put into an accessible format for people using the service. People’s care and support plans had been created in both standard and visual ‘easy read’ format. Care plans documented people’s communication needs and any required adjustments to aid people’s understanding. This included tone and volume of speech and communication aids such as pictorial prompts and objects of reference.

Staff supported people to communicate by using their preferred method of communication.

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 had an allocated key worker that they knew well and were comfortable with. Key worker reviews were carried out to help monitor people’s care and support. The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

The provider had a complaints policy in place. There were systems and processes for people and their relatives to allow them to feedback information.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People had fair access to the support they needed, and the provider worked to reduce barriers that could limit people’s opportunities.

People from different backgrounds and communities were supported without discrimination. Managers and staff understood people’s diverse needs. They ensured equitable access to healthcare and worked collaboratively with commissioners and other professionals to help ensure people with complex or changing requirements continued to receive appropriate, high-quality care.

People’s cultural needs were supported. People were supported to visit their place of worship at their request and cultural diets were also respected and supported.

Staff understood the individual circumstances of the people they supported, including physical, sensory and communication needs, and adapted their approaches to help ensure support was appropriate. There was a sensory room in the home. This was a dedicated space filled with lighting, sounds and objects designed to regulate people’s senses, lower anxiety and help people feel safe. We observed a person using this space during our site visit. This person appeared relaxed and at ease in this room.

The provider made sure that people could access the care, support, and treatment they needed when they needed it. Managers and staff supported people to access health care services when they needed them, and this was recorded in their care records.

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.

Staff knew people well and had completed training in equality, diversity and inclusion to better understand and respond to people’s needs. People’s protected characteristics were recorded in their care plans to ensure staff knew their gender, ethnicity, religion and sexual orientation and their rights and freedoms were upheld.

People could spend time with their relatives and friends, and they were able to visit the home. The provider continued to remove barriers to help ensure people maintained important personal relationships.

People were supported to understand the barriers, which existed within the community and to overcome them safely, such as attending special events and holidays of their choice. They were involved in making the necessary arrangements so any barriers to their enjoyment could be removed.

People were supported to plan for future needs, aspirations and changes in their lives. Staff understood what was important to people and worked with them, their relatives and professionals to help ensure plans reflected individuals’ goals and preferences.

Care plans showed people were given the opportunity to discuss their care wishes. People’s care plans reflected planning for their future life development, with short term goals and a progression towards longer term aspirations.

At the time of assessment, staff were not caring for anyone who was needing palliative or end of life care.