The Meath Epilepsy Charity

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.

Care notes were kept electronically. These were completed accurately and respectfully, and included details of any event, activities and interactions, and any healthcare concerns, for example, for a person who had frequent seizures, we saw their care notes described clearly what happened, including prior to the seizure and actions taken.

People told us they received person-centred care in line with their needs and preferences. One person said, “I like living here because they look after everyone.” One relative told us, “It’s such a lovely atmosphere. All of us can feel the love.” People’s aspirations were identified and respected. People’s care plans included their biography, preferred activities and what made them happy and fulfilled.

There was a wide range of activities on offer which were varied, to suit everyone’s needs. Based on people’s preferences and needs, the wellbeing team developed a daily schedule for people that incorporated therapy sessions and leisure activities. Relatives told us they were impressed by the activities on offer at the service. Their comments included, “They’re very good, they take [family member] out. It is a wonderful home. I always call it the jewel in my crown”, “My family member does music therapy, art and craft, pottery. They sold a painting to Joe Lycett the comedian. They were so happy about that” and “They do a ‘Skill Centre Buddy’. My family member is very kind and was awarded a ‘Meath Buddy’.”

We witnessed staff delivering person-centred support that met people’s needs. A healthcare professional involved in the care of people told us, “They support people to be as independent as possible." The provider told us they supported people to access a charity representing a collective of artists who have diverse learning and physical disabilities. They said, "They have a shop in the local community where the people we support go to create artwork and support engagement. This artwork is sold in the shop."

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 told us they received good care and their healthcare needs were met and relatives echoed this. People’s care plans described their healthcare needs and how to meet these. People using the service had complex needs. We saw their care plans were highly detailed and personalised. There were clear instructions for staff to follow, so they understood each person’s condition and how it impacted on their daily lives.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The registered manager told us they recognised the importance of effective communication.

People’s communication needs were assessed during the pre-admission assessment so information could be made available to them in a format that suited them. People's care plans detailed their preferences and any aids they needed to support effective communication.

People’s care plans recorded their preferred communication ways, if they had particular communication needs and how to meet these. Relatives told us the staff were good at communicating with people in the way they preferred. One relative said, “[Family member] can sign and they can hear. They use gestures and facial expressions. The staff would know straightaway if they were upset.”

People and relatives told us communication was effective, and they were provided with all the information they needed. Relatives commented, “The home phone me or email. They always let me know and ask my opinion”, “There’s a message group; it’s one of the things that’s been set up. Now there’s going to be another one for another property. It’s because people live so far away, it’s hard to get together” and “It’s mainly email contact. I get all the updates. I get a weekly email about my [family member’s] appointments, what [they have] been doing etc. It’s invaluable for me because I’m not on the doorstep. It’s a helpful communication tool.”

The staff provided ‘social stories’ to people, a pictorial way to explain an event or activity in a way they could understand. A registered manager told us, “If they have an appointment coming up or going out, we provide this.” The staff received training in signing, to facilitate conversation with people who were unable to express themselves verbally. The staff also worked closely with SALT, who recommended ways to communicate effectively with people, for example, using flash cards and electronic tablets.

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 and relatives were involved in the planning of their care and support. Care plans were reviewed regularly, and people and relatives were asked for their feedback about the care they received and anything they would like to change. Relatives told us they felt able to raise any concerns or issues and had the opportunities to attend meetings. A relative told us, “We have relatives’ forums twice a year. The staff attend too then we have an opportunity to speak. Afterwards we have sandwiches and tea.”

The provider ensured people and relatives had the necessary information in relation to processes for sharing feedback or raising concerns. Records showed complaints received were addressed in accordance with the provider’s policies and procedures. Any learning from complaints and concerns was shared with staff to inform their future practice. Relatives commented, “If I had a complaint, I could say it easily”, “I’m absolutely fine to complain. I’d go to the unit manager. [They are] extremely efficient and approachable.”

Staff were encouraged to monitor people’s care to help identify issues before they could develop into complaints or concerns. There were regular meetings with people so they could raise concerns and make suggestions. For example, meal planning, trips out and how people wanted their rooms, or communal areas decorated. There were also discussions about other subjects, such as ‘What makes you feel safe?’ This helped people discuss any fears or worries they might have and feel more confident raising concerns if they were scared or felt unsafe.

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

People told us they had access to the care and support they required and were happy with this. They felt their needs were met and the staff cared and supported them effectively. Records showed they were supported to attend appointments, and a range of healthcare professionals visited the home regularly. Records of visits were included in people’s care plans and the staff ensured they followed instructions.

People were supported to access the community if this was possible for them to do so. Where they required support, this was planned and organised effectively. Some people were involved in some form of work. One person worked in the onsite café and another person used to help in an animal shelter. There was a buddy scheme at the service where people supported each other in different activities or groups.

Care plans were regularly reviewed to identify any changes in a person’s care needs so the appropriate support could be found if needed. This included making appropriate referrals to external professionals as needed.

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's care and treatment promoted equality and protected people's rights. People told us they were consulted in relation to their cultural and spiritual needs.

The provider had an equality and diversity policy in place and was committed to creating a welcoming and inclusive atmosphere for all people and staff, regardless of sexual orientation, gender identity, or gender expression. People were consulted in relation to their sexuality needs if they were comfortable discussing these.

People’s care plans indicated they had been consulted in decision making, including whether they preferred to receive care from a male or female care worker. Their care plans reflected people’s physical, mental, emotional and social needs.

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. However, this was not always a subject people, or their relatives were willing to discuss and this was approached sensitively by the management team and the care team.

The registered managers told us staff had supported a person’s needs well to ensure they were able to stay at home until the end. An external professional had commented, “The manager has knowledge about residents and their needs to smallest details, great communication – you are truly blessed to have such fantastic manager as a part of your team. The residents are beautifully supported and all their needs addressed. The house looks and feels like a proper home, families complement staff on every review – well deserved and worked for. [Staff member’s name], may we all enjoy you for many years to come. You are the best example of how social care should look like. Thank you.”

The staff received training in end-of-life care and understood how to support people when they reached the end of their lives. Details of people’s wishes were recorded in their care plans, so the staff would know how to meet their needs when the time came.