Yews Hill / North Rise

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.

The registered manager and staff were committed to providing care that was individualised and reflected people’s choices and preferences. Feedback included, “[Name] has been so happy [at the service] and the care is amazing” and “The staff are very nice, welcoming and friendly. They understand her needs well and are very approachable.”

People’s bedrooms were personalised and decorated nicely. Communal areas were comfortable and the overall atmosphere relaxed and welcoming. Care records were accurate and regularly reviewed with people, relatives and other relevant professionals.

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.

Systems and processes supported continuity of care and enabled timely access to relevant health professionals. Staff understood people’s needs, made appropriate referrals to specialist services, and supported people to attend external appointments.

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

Information was readily available in a range of adapted formats to meet individual needs. This included easy-read versions of meeting minutes, complaints information, care plans and hospital passports. Communication aids were also used where needed, for example, menu pictures.

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.

Regular meetings were held with people living at the service, where ideas were shared and people had the opportunity to give feedback. Minutes showed people actively participated, and the engagement was meaningful during the meetings. There was a ‘You said, we did’ notice in place showing actions that had been taken following feedback.

People and relatives also felt empowered to give feedback during regular review meetings. One relative told us, “They invite us to [Name]’s reviews, and we are listened to and can express our opinions.”

Complaints were effectively managed. There was a policy in place to support the process.

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

People were supported to experience equality in the care they received. Staff understood the complex needs of people living with a learning disability and/or autism and worked hard to ensure the barriers they faced were removed. They ensured people had access to health services when they needed them.

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 were empowered to make choices to positively impact their experiences. They were provided with opportunities to enable them to live a fulfilling life. The registered manager and staff team worked to improve people’s overall quality of life, ensuring they had the same opportunities as people who did not use services. For example, social activities, accessing health services and maintaining relationships with family and friends. Feedback was consistently positive about people’s experiences. Comments included, “[Name] has been so happy there and the care is amazing” and “They provide a good service, and [Name] is happy there.”

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 were consistently involved in making decisions about their life and care. They were supported to make plans and set future goals. Staff completed training in relation to end of life care and when needed people could be supported to make end of life plans.