18 Holt Coppice

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.

This is the first assessment for this service since it was registered in February 2022. This key question has been rated 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 received care and support which was personal to them and was tailored to meet their needs and preferences. People and relatives told us they were involved in care planning with regular reviews to ensure information was kept up to date and continued to meet their aspirations and goals. Staff knew people well and what was important to them. Staff understood the importance of providing support which was personal to people. A member of staff said, “I involve people by speaking with them directly, offering meaningful choices and gaining consent before providing support. I learn about their preference and hobbies through conversations, observations, handover records and risk assessments.” Care plans were very personalised, reflecting people’s choices, routines, and life histories. Records showed people were supported to access the community when they wanted and to do the things they wanted to do.
 

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 worked effectively with external professionals, including GPs, community teams, and other services, to ensure people received joined-up care. Records demonstrated information was shared appropriately, supporting continuity and safe care delivery.
 

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

Staff were aware of the Accessible Information Standards (AIS) and were mindful of people’s communication needs. A member of staff said, “I am aware of the Accessible Information Standard. It requires services to identify, record, flag, share and meet people’s communication and information needs. Information can be provided in suitable formats such as Easy Read, pictures, large print, translated material, audio, British Sign Language or through an interpreter or communication aid. I check the person has understood and request further adjustments if the available format is unsuitable.” Each person had a comprehensive communication plan which detailed their way of communicating. Care plans and other records could be produced in an easy read format where required.
 

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.

Staff worked collaboratively with people, and where appropriate their family and other professionals to ensure people’s needs and preferences were understood and respected. Systems were in place to handle complaints and concerns. People and their relatives knew how to raise issues, and records showed these were taken seriously, investigated promptly, and used as opportunities for learning and improvement. A relative told us, “I have had no reason to complain but I certainly would if I needed to. I am confident action would be taken.” Another said, “We have no concerns at all. We have the number for [provider] and they are always willing to talk.”
 

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

Staff ensured people had access to health and social care professionals when they were needed. Care plans contained information and contact details of professionals involved in the person’s care. Where required or requested, staff attended people to attend appointments.
 

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 experienced care and support that was equitable, inclusive, and tailored to their individual needs. Staff had received training about equality and diversity and understood the importance of recognising and respecting people's diverse backgrounds, identities, and life experiences, ensuring care was delivered without discrimination. Assessments and care plans identified people's cultural, religious, communication, and health needs, which enabled staff to provide care that reflected individual preferences. People were supported to maintain their identity, relationships, and interests, and staff demonstrated a good understanding of what was important to them. A relative told us, “We regularly meet with the staff and [relative] when we visit and we are always welcomed. They support [relative] with home visits.” Reasonable adjustments were made where required to support people with disabilities, sensory impairments, or communication 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.

Care plans contained information about people’s goals and aspirations. This included supporting people to maintain their independence and to develop or learn new skills. Where people wished to explore their end-of-life care preferences, this was recorded in their care plans. Staff had received training about supporting people who were nearing the end of their life which helped to ensure people were supported in a way which was professional and ensured their comfort and dignity.