LPTC Solutions Hull

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 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.

Care plans were written in a person-centred way. Care delivery notes showed how care had been delivered in a way which was personal to the person being supported and in line with their preferences. For example, ‘[name] held the shower head and said whether they liked the temperature, shower gel was placed on their left hand. [Name] rinsed themselves’.

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 service considered how people could be best supported within the community and to meet their social needs. For example, one person was supported to do their shopping.

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

The service recognised the importance of and met the Accessible Information Standard. People’s communication needs were supported. For example, one person was unable to speak. This person’s care plan detailed how staff could understand them, by the use of visual clues, and how to communicate with them using verbal instructions and picture cards.

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, relatives and staff were encouraged to provide feedback and could do so in a number of ways. All feedback was recorded and monitored by the management team. Concerns were responded to, and any required actions taken, in a timely manner. All responses were reviewed and used to consider improvements within the service.

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

The service did not discriminate against people when accessing the service. Everyone received care when they needed it.

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

The service did not discriminate against people receiving care. People received care and support which met their required outcomes.

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.

The service had identified people’s steps to become independent and provided care to support this.