Barnet Supported Living Service

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 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.

Support plans were detailed and person-centred, reflecting each person’s current needs, preferences, and personal history. Plans were written in a way that clearly captured, promoted and respected the person’s voice, with evidence of the importance of their or their family’s direct input.

Staff demonstrated a good understanding of the people they supported and were clearly committed to delivering care that was as individual as the person receiving it. One staff member said, “I ensure that I know enough about the person I am supporting to ensure that the care and support I provide is meeting that person’s needs and wishes. The care plans are very detailed and are very person specific.” People’s views of the service were gathered regularly, people’s relatives told us they felt listened to and the provider was fully responsive to any issues or suggestions they may have.

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 maintained a staff rota and ensured continuity of care by assigning the same regular and familiar staff members. People using the service confirmed they were usually supported by the same staff, which helped promote continuity of care.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The service made information available in accessible, safe and secure formats.

There was clear information recorded about each person’s communication needs and emphasis placed on communicating with people in a way that reflected them with respect and as adults.

People were able to access their care records when they wished, in a way they could easily understand..

The provider made it easy for people to share feedback and ideas or raise complaints about their care and support. Staff involved people in decisions about their care and told them what had changed as a result. The service appropriately supported people to give their feedback, share ideas or make a complaint. Relatives confirmed they knew how to raise a concern or complaint.

The provider made sure that people could access the care, support and treatment they needed when they needed it. The provider offered flexibility and made reasonable adjustments to ensure equal access to the service for all. This included providing appropriate mobility aids and offering support outside of regular hours or in emergencies. Staff told us they supported people with accessing the GP and other healthcare professionals. This helped to remove barriers for people who may have found it difficult to access care.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care and support in response to this. Staff had a good understanding of the people who use their service that are most likely to experience inequality in experience or outcomes. They took steps to reduce barriers to inclusion and worked with other professionals to ensure people achieved the right outcomes. Care plans supported equity in both experience and outcomes. For example, people with limited mobility had access to specialist equipment and scheduled support, which enabled them to access the community. The provider had policies in place which were in-line with current best practice guidance around workforce equality and diversity. Staff completed equality, diversity, and inclusion training to help them recognise and address discrimination effectively.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.