Rainham House

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 the person was at the centre of their care and they decided, in partnership with the person, how to respond to any relevant changes in the their needs. The support was tailored to the person and was based on their needs and wishes. The person had their own routines for each day but were offered flexibility to choose other things if they wished to do so. The provider worked to overcome challenges faced by the person to make sure the person had a good quality of life. The deputy manager told us the person had not been able to participate in the community where they had previously lived. They said, “We have been able to find things the person is able to do, they can tolerate parks, going to the cinema and doing their shopping when it is quiet.”

The provider understood the diverse health and care needs of the person and their local communities, so care was joined-up, flexible and supported choice and continuity. The provider worked with health professionals which the person needed access to. The provider told us about how they had worked with a social worker whilst the person moved into the service. They told us, “We worked with them to ensure the person’s move was a smooth transition and we would have regular reviews to make sure everything went OK. Eventually, as the person settled, we did not need to have the meetings as everything was fine.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The person they supported could use words to communicate and understood when we spoke with them. The provider told us they can produce information in pictorial form or in other languages if required for people they supported.

The provider made it easy for the person to share feedback and ideas, or raise complaints about their care, treatment and support. The provider has a complaints policy and told us they had not received any complaints about the service in the last 12 months. The person and other people they lived with were asked their opinions about the service which was recorded. The family told us they were able to make comments to the provider about the service at any time and had an ongoing dialogue with the provider about the care of their loved one either over the phone, in person and also through text messaging services. The person’s family told us, “They are all good, the deputy manager especially so. They [deputy manager] always calls us to let us know what is happening. The team are always polite and respectful of us as a family and about what our views are.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. The provider used their advocacy skills to make sure the person got access to the services when they needed them. The person receiving care had a timetable of activities which had been developed over time to ensure the person could access services in the wider community that they had previously struggled with.

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. The provider developed outcomes that were achievable, based on their knowledge of the person and what they could manage. The deputy manager told us they were trying a range of different things the person might like to do to live a more fulfilling life. They told us, “[person] likes to go to the cinema, shopping and going out for walks. We have tried public transport by this was too overwhelming for them, so we use our own transport to get to the things the person likes to do.”

The person was supported to plan for important life changes, so they could have enough time to make informed decisions about their future. The provider told us the person was happily settled where they currently lived, and the person’s family shared this view. The family told us, “We are really happy where [person] is now, they are in far more settled place now.”