People in Action - 136 Manor Court Road

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 inspection we rated this key question good. At this inspection 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 were involved in planning their care and reviews. Staff knew people well and worked closely with health and social care professionals to ensure any changes in a person’s needs were responded to appropriately.

Care records were person centred and included people’s individual needs, preferences and routines and were accessible to all staff.

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 were supported to obtain help from health and social care professionals to ensure they received the care and support needed to achieve positive outcomes. Staff advocated for those people unable to communicate their needs.

People were referred to specialist health teams where appropriate in a timely manner.

A social care professional who worked closely with the service said, “They have encouraged [Name] to volunteer and take part in wider provider services.” The Registered manager told us, “We are supporting [Name] to explore opportunities based on their past interests, which we weren’t aware of. I recently found old certificates from numerous college courses they had completed and loads of photos. We are using all this information to update their life history with them.” (Life histories are used to document a person’s life story, personal experiences and important events).

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. For example, information was available in easy read formats, that people were supported to access and understand.

People’s communication needs were recorded in their care plans including if the person was reliant on facial expressions, body language and visual prompts to aid their understanding. During our visit we observed staff communicating effectively with people.

Communication passports were also in place to aid effective communication and understanding when needed. (Communication passports provide a personalised summary of how the person interacts and expresses themselves).

Information was available to people in a format, accessible to them. For example, pictorial leaflets which contained important information about 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 had opportunities to offer suggestions and give feedback about the service during informal meetings with staff and via easy read questionnaires. Staff understood the importance of communicating with people in a way that met their needs, to ensure people received the support they needed to share their views, including any complaints they may have.

A pictorial complaints policy and form were accessible to people.

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

People had hospital passports and health action plans in place. (A health action plan helps identify any health concerns at an early stage to improve the person’s health outcomes). One staff member told us, “If someone needed to go to hospital, I would make sure I took their hospital passport and a copy of their current medication, so they got the right support.”

The Registered manager understood how to access specialist support should this be required and had developed links with the local health and social care teams.

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.

During our visit we observed positive interactions, people appeared comfortable and relaxed when engaging with staff. Staff had received training in equality and diversity and demonstrated a commitment to promoting people’s rights and choices when supporting them.

Care records included important guidance and agreed strategies for staff to encourage and support people to achieve positive outcomes when the person may be experiencing periods of anxiety or low mood.

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 in partnership with health professionals to support people to make informed decisions about their end of life wishes to ensure the service provided this in line with the person’s wishes, in a dignified way.