Longhouse

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 was individualised and tailored to people’s needs, interests and preferences, and staff worked flexibly to accommodate changes that were needed. People had choice and control over activities and daily routines, and staff supported them to access the community and maintain hobbies and interests. This approach helped people feel valued and respected. One staff member said, “We treat every person as individual with person centred care, listen to their needs and wishes, ask questions and respond by respecting their decisions.”

Staff knew people well and were able to describe their routines, communication styles, and what was important to them. During observations, staff interacted with people in a way that reflected this understanding, offering choices and adapting support to meet each person’s needs and wishes.

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.

Staff demonstrated they understood the diverse health and care needs of people they were supporting. We saw the service worked in partnership with other services to meet the needs of people receiving care.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. For example, a service user guide issued prior to accessing the service was available in a pictorial format, which supported people’s understanding and accessibility.

People’s communication needs had been assessed and recorded so staff were aware how to support them and ensure any aids required were in good working condition and with the person.

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 were given opportunities to provide feedback about the service, including through annual surveys and following each respite stay. Feedback was reviewed to identify trends and themes, and any actions required were recorded on a feedback tracker to support monitoring and oversight.

Complaints were reviewed and responded to in line with the provider’s complaints policy and procedures. They were used as an opportunity to drive learning and improvement within the service. Feedback received indicated people felt their concerns were taken seriously and managed appropriately. One person commented, “Very well, always listened to and concerns addressed.”

The provider made sure people could access the care, support and treatment they needed when they needed it. People had access to the appropriate levels of support which reflected their assessed needs.

People were supported to make choices about accessing a range of different activities and pursuing hobbies and interests of their choosing. One person was supported to access information online about their chosen hobby, with a planned follow-up visit to a local shop the next day to purchase related items.

Staff ensured people could access the care, support, and treatment they needed in a timely manner. People’s care needs were assessed prior to admission to the service, to ensure any specialised equipment or support was available prior to their admission.

An up-to-date Equality and Diversity policy was in place to support equity in access for people using the service.

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 treated people equally and without discrimination. Staff understood the importance of providing an inclusive approach to care and made adjustments to support equity in people’s experience and outcomes. Care plans included information about people’s goals, aspirations and interests and what was important to them. Staff had received training in equality and diversity.

People were supported to discuss their future wishes and preferences, including those relating to end-of-life care, to help inform care planning and future decision-making.

The service did not currently support people with end-of-life care. However, systems were in place to enable discussions with people and their families about their wishes. The provider was in the process of gathering further information to ensure care plans reflected people’s preferences for the future. Staff had received training in end-of-life care to support their knowledge and understanding.