Philip Cussins 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 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 told us staff supported them to make choices and knew their needs well. A person said, “The staff are very good, they have been here a long time.” A staff member said, “We do what the residents want us to do. It (the care) is all focused on the residents.”

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. Care plans detailed other health and social care services involved in people’s care.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Information could be made available in various formats, if required.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. There were opportunities for people to provide feedback about the care, such as residents’ meetings. People told us they could speak with staff or the manager if they had concerns. A person said, “The manager is very approachable.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. Staff were available at all times to support people of they needed help.

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. Staff supported people to participate in a range of activities both inside the home and in the local community.

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. People had opportunities to discuss their future care preferences with staff, and their wishes were documented.