Roundhey Care

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. 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.

Care plans reflected people’s needs, preferences, and choices. Care records detailed what was important to individuals and included their routines, preferences, and desired outcomes. People and relatives told us they were actively involved in care planning and maintained regular communication with the provider. A relative told us, “They ask my [relative] what they want. They are flexible as well. They will do whatever [relative] wants.”

A professional told us, “Roundhey go the extra mile when engaging with their clients and try to provide person-centred support. An example of this was when [registered manager] took time out of her busy day to be present at a review of a client's care to ensure the support provided was meeting the service user's needs and to see if anything needed to improve.”

Staff demonstrated a good understanding of people’s needs and preferences. Feedback from people, staff and relatives showed people were treated as individuals and supported to maintain independence and control over their care. The registered manager told us, “We build [people’s] tasks based around preferences and adjust until they’re happy with it, everything is based around what they want to do during their call.”

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 provider had systems in place to ensure continuity of care. When people’s needs changed, care plans were reviewed and updated, and staff were informed of changes to support consistent and coordinated care delivery. The provider also offered flexible support options to help people remain independent and connected to their communities.

People and relatives told us they had positive relationships with staff who knew them well and delivered consistent support. People explained they had a group of 3-5 regular carers who carried out their care. One person said, “Occasionally I will get someone I don’t know but that is rare. New carers tend to shadow a regular carer to start with.” Staff confirmed that shadowing takes place before a new staff member delivers care on their own. One staff member told us they had shadowed a more experienced colleague until they, “felt comfortable with the clients and they felt comfortable with me.”

Staff also completed care notes following each visit and used a group chat for any important messages, which supported effective communication between staff and helped ensure continuity of care.

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

The provider adapted communication approaches to meet people’s needs, using clear language and reassurance, visual aids, or other appropriate tools where required. Care plans detailed what support people required with communication where necessary, such as ensuring a person had access to their hearing aid.

People told us the registered manager and staff had good and consistent communication with them. One person told us, “We get on really well with the carers and have a built a good rapport with them; they are more like friends to us.”

Staff received training in the importance of effective communication in care as well as handling private and sensitive information.

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.

The provider had a complaints, compliments and comments policy and procedure in place. People told us they had not needed to make a formal complaint but knew how to and felt confident to do so if necessary. One person said, “Given the high levels of confidence I have with this agency then I know they would respond in a positive way if I had to make a complaint.”

The people and staff we spoke with felt involved and listened to and said they were encouraged to share ideas to improve the service. A relative said, “I do have discussions on a regular basis with the manager in order for [person] to get an effective service to meet [their] needs. They are responsive and helpful.”

The provider told us they identified the absence of a formal feedback procedure as a gap in their processes when gathering evidence for this inspection. They created an action plan to implement people and staff surveys to gather people’s feedback in future.

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

People received timely and accessible care tailored to their needs, with reasonable adjustments made to remove barriers.

The registered manager was available on call so people and staff could access advice and support anytime. People and staff were very complimentary about the registered manager’s responsiveness whenever they needed to contact 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.

Staff demonstrated flexibility and effective problem-solving, ensuring care was equitable and tailored to each person’s individual circumstances.

The provider had an equality, diversity and inclusion policy in place which provided guidance on the importance of treating people as individuals. Staff had received equality and diversity training to help staff understand and value difference.

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.

The provider responded to changes in people’s needs, including recognising deterioration and escalating concerns appropriately to healthcare professionals.

An end of life care policy and procedure was in place. However, staff had not completed end of life care training with the provider. We recommended this is implemented moving forward. No one was being supported with end of life care at the time of the inspection.