Community Places

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. Atour last assessment we rated this key question requires improvement. At this assessment the rating has changed to 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 and family members told us they were happy with the care provided and the way this was organised. They told us they were involved in care planning which was regularly reviewed to ensure information was current and up to date.

People's care records were individualised and reflected their interests and preferences. References were made to what people enjoyed doing and who was important to them.

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’s care and treatment was delivered in a way that met their assessed needs from services co- ordinated and responsive services. We saw evidence people regularly accessed GP and other community health services. Recommendations from health professionals were recorded and shared with staff. Records showed if people’s needs changed, further advice was sought, and care was adapted to meet those needs.

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

People’s communication needs and preferences were clearly recorded in care plans. This included the use of communication aids as well as how best to talk with people, so they were able to process information. Staff told us they had information about and understood people’s communication needs from care plans meaning they could support people to fully express themselves.

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 access to information about how to make a complaint and felt confident raising any concerns. The service had a complaints policy in place and an 'easy read' version was available.

Staff and leaders told us they listened to people and ensured they were involved in their care and treatment. They took all feedback, complaints and compliments seriously and ensured all concerns were investigated.

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

People received support, which was accessible, timely and in line with their diverse needs. Staff understood the needs of autistic people and people with a learning disability and worked hard to ensure typical barriers faced by people were removed or mitigated against. People had easy-read health summaries and hospital passports, to support clear communication and reduce anxiety during medical appointments.

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 treated equally, and their care and treatment were adapted to meet their individual needs. Staff had received relevant training and had a good understanding of people’s rights, discrimination and inequalities and what to do to protect people’s rights. People were encouraged and supported to access community facilities and events that reflected their personal interests and cultural backgrounds.

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 worked closely with people to make plans about their future care. Should end of life care be required this was provided in line with the person’s wishes.