Supported Living Services Uxbridge

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 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 told us the care and support they received was personal to them. They said they had regular care staff, who knew them and their needs very well.

Staff told us they recognised each person as unique individuals, who each had their separate and specific support needs. They said that because they consistently supported the same people, they got to know them well and had a true understanding of their wants, needs and preferences.

Staff also told us they understood the information in people’s care plans and risk assessments and they worked hard to make sure people consistently received care and support that was totally centred around them.

Staff and a person using the service told us they liked going to church, food shopping, having lunch out, long walks in the park, drumming lessons, listening to music, watching TV and playing games on their electronic tablet. This person also enjoyed attending college and doing cooking and gardening. This person’s support plan stated that they found solace in attending church, found comfort in reading the bible and loved singing along to worship songs. They also enjoyed visits from their family.

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 and their relatives told us staff worked well to ensure people received flexible support to meet their needs and contacted other services and professionals when required.

People were supported to access the community, join clubs and follow educational programs in accordance with their personal preferences.

A member of staff told us the person they supported liked to go walking, going to the park and throwing the ball, window shopping, swimming and go-kart racing. They said they had visits from their family and sometimes went to stay overnight with them.

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

Staff told us they made sure people had their communication needs assessed, and information was available to people in different formats as needed.

Staff described different communication methods for each of the people who used the service. For example, 1 person was very articulate and also had very good literacy skills. Another could express themselves verbally, but sometimes preferred to write down their questions and answers. Other people used sign language, picture cards and objects of reference to help them give and receive information and make choices.

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 effective systems and processes to help people give feedback about their care and support, including raising any concerns or issues. There were also processes in place for the staff and management team to learn from complaints and concerns and use them as opportunities for improvement.

A person using the service told us they were able to speak to staff if they had any problems or wanted to make any changes. They said staff usually listened to them and responded well to anything they were not happy about.

A person’s relative told us how they had raised a complaint, when they had not been informed promptly about an incident their loved one had experienced. They said their complaint was dealt with appropriately and improvements had been made.

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

People’s support plans were reviewed and staff maintained regular contact with the registered manager, to help ensure and changes in people’s needs were responded to quickly. Staff supported people to access other health and social care services when needed, as well as health care appointments.

One person’s health and medical appointments were listed in their diary and their care plan indicated they saw the doctor as needed, as well as getting their eyes tested and visits to the dentist.

Another person told us they did not go to the doctors that often, unless they were unwell. This person said they had an annual medicines review and a 6 monthly asthma review with the nurse at the GP surgery. They said that staff accompanied them to these.

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 we spoke with knew the people they supported well. They were knowledgeable about people’s individual personalities, characteristics and traits and worked hard to make sure they were treated fairly and supported in accordance with their individual needs and wishes.

A person using the service described how they had experienced discrimination and inequality in previous placements but since using this service, they felt they were treated fairly and were fully respected. They told us how they were supported to access the community and various external resources and explained how staff helped protect them from discrimination and overcome barriers that could prevent them from having a good quality of 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 using the service were supported to make informed choices about their daily lives as much as possible, for now and also for the future. Some people’s future care and support preferences were for increased independence. These people told us how they were being supported to achieve their goals and ambitions.

We saw that people’s choices, decisions and things that were important to them were recorded in personalised care plans that could be shared with others who may need to be informed.