Barnet Mencap

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• 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 newly registered service. This key question has been rated 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.

We spoke to a person visiting the office who chose their own activities, including arts, swimming, and bowling. They told us they enjoyed bowling, which reflected staff supporting them to take part in activities they liked.

Staff supported people in ways that reflected their individual priorities, preferences and communication.

Staff co-produced care plans with people written in the first person and captured personal goals, strengths and choices, showing how they supported people to maintain independence and shape their daily routines.

Staff described a culture in which they listened closely to people and were able to notice and respond to any changes.

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 closely with health and specialist teams, including speech and language therapy [SALT], nutrition, dementia and reablement professionals, ensuring people received coordinated input when their needs required additional expertise.

Staff described working jointly with colleagues from other organisations and adjusting support promptly to keep care consistent and well coordinated as people’s needs changed.

A care worker told us, “Consistency helps [people I support] feel comfortable.”

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

The provider gave people information in printed copies, easy-read, large screen versions or text‑ to‑ ‑speech options when needed. The provider shared survey results and development plans with staff so everyone stayed informed.

A care worker told us, “We can adapt to provide support in different formats.”

This meant people could access information in ways that suited their individual communication needs, helping them understand their care and stay fully involved in decisions about their support.

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.

Staff shaped support around what each person wanted. Staff used knowledge of people’s communication profiles to help them express their views, and observations showed staff recognised people’s non-verbal cues and responded promptly.

Reviews captured people’s feedback and preferences, care plans were updated when things changed, and staff communicated clearly about delays or adjustments, so people stayed informed.

A relative told us, “We are never ignored and always heard and responded to.”

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

We observed this when a person visiting the office accidentally activated their alert watch. The watch connected to the monitored emergency call service, and the staff member supporting them responded calmly, reassured the person and helped them manage the call safely. This meant the person received prompt support, felt safe in the moment, and could rely on staff to help them access the right help when they needed it.

Staff planned support around each person’s daily routine and needs, which helped people get the right help at the right time. The provider supported people to have OT [occupational therapy] referrals, health reviews and necessary equipment arranged so they could stay safe and continue taking part in local activities.

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 adjusted their communication and used accessible formats so people with different needs could understand information and be involved in their care.

Staff told us they promoted diversity “at all times,” which reflected awareness of people who may experience unequal treatment or outcomes.

The registered manager monitored safeguarding logs, reviewed lessons learned and adjusted staff duties or training, such as removing staff from medication tasks until retrained, to reduce risks that could lead to unequal outcomes.

A relative told us the provider was, “proactive to promote people with disabilities and their rights”.

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.

Staff told us they discussed people’s emerging needs weekly, which helped them identify changes early and update plans promptly. Support plans showed staff revisited end of life discussions at the person’s pace, respecting individual preferences and involving families or advocates where appropriate.

Regarding end of life wishes a relative told us, “Everything is kept up to date and efficiently, respectfully taken care of.”