Mrs P M Eales t/a Just Homes - 3 New Hill

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. People's care plans included information regarding their care needs. People were supported with personal care in a way and at a time of their choosing to help reduce their anxieties. Staff told us care records included information to provide person-centred care. For example, their personal needs, the culture they identified with, and this guided staff on how to support people, and staff would always do their best to support people to do what mattered to them. Staff told us, “Care files contain information about each resident’s [person’s] care needs encompassing their personal needs and the culture they identify with and work at the pace that suits them.” and “This is all captured in their personal files and support plans and that guides us on how to best support them.”
Relatives told us people were taken out and supported with activities. Comments included, “[Person] goes to the cinema, shopping, goes to the supermarket and bowling” and “We are happy that they take [person] out at least twice a week mainly shopping as [person] loves being out and would rather be out then sitting around at home.”
 

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. Care records guided staff to contact health professionals such as the GP if concerns were identified. Care records included information on which professionals were involved in people's care. Staff told us they worked collaboratively with professionals such as district nurses, psychological health, occupational therapist and the GP. The service user guide detailed the support provided for people. For example, celebrating and supporting people “to be an individual, to have their own social, emotional, spiritual, cultural, political and sexual needs accepted, supported and respected.”

People can expect information to be tailored to individual needs. Records showed staff spoke with and included people, for example, regarding their equipment, their birthday and visits and used pictures to obtain a response. However, where the care records showed staff were unsure if the person understood what was being said, it was unclear from the records if alternative methods of communication were used to support the person with their understanding.

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 told us if people or relatives raised concerns, they would explain what happened, follow the formal complaints procedure, listen carefully and ensure outcomes and feedback was communicated. Relatives told us they contacted the registered manager if they had any concerns and they had not needed to make a complaint. Relatives told us, “I’ve been happy, always call [registered manager] if any concerns” and “We’ve made no complaints and not ever needed to.”

The provider made sure that people could access the care, support and treatment they needed when they needed it.
Staff understood the needs of autistic people and people with a learning disability and worked hard to ensure typical barriers faced by people were removed or mitigated against.

The provider worked with healthcare professionals such as the nurse and speech and language therapist to ensure people’s healthcare needs were met.
 

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 understood how the Equality Act 2010 applied to their role. Staff treated people as individuals and made reasonable adjustments for anyone who needed them. This meant people were less likely to experience discrimination. Staff ensured adjustments were made to enable people to access the community, for example, the cinema, bowling and the garden centre.

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 records included information regarding people’s funeral arrangements.