Moor Allerton Care Centre

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 71 (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 did not always make sure people were at the centre of their care and treatment choices in relation to record keeping. However, staff knew people well.

Care plans lacked person-centred detail, and risk assessments were often generic. This meant that people were at risk of receiving inconsistent care. For example, wheelchair risk assessments were identical for all people we reviewed. However, most people had low-level needs, which meant the risk was reduced and were able to tell staff how they wished to be cared for.

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 received suitable training and shadowed experienced staff before providing care and support to people. People were supported to access healthcare professionals in a timely manner. Healthcare partners told us records were always available when they were needed, and staff knew people well.

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

The management team provided information to people in multiple formats. Documents were translated into Braille and were available in other languages or formats when required. Relatives told us staff kept them informed of important information.
 

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support.

When complaints had been raised, the management team had acted on them appropriately. There had been a recent issue where a complaint had not been processed correctly and the new manager had taken action to rectify this swiftly. Residents and relatives’ meetings took place, and the management team had acted on feedback.

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

Staff understood the importance of ensuring people had access to the right health and social care services. We found no evidence to suggest people were being discriminated against when accessing healthcare support.
 

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 promoted equity in people’s experiences and outcomes. We found no evidence to suggest people were being discriminated against. People’s experiences and outcomes of care were appropriate to them.

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.

Staff had received suitable training in relation to end of life care. Advanced decisions were in place where appropriate to ensure people were cared for in their preferred way at the end of their lives.