Sawley

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. We reviewed people’s care plans and the daily care records staff completed. The records were person centred and evidenced the care staff provided, met people’s individual needs. Staff understood the importance of providing care in a person-centred way. One staff member told us, “We make sure the people we support get high quality care, everything is about them, we make sure they can go out and do what they want.” We observed many examples of person centred care during our inspection, it was evident staff supported people’s choices and people directed how and when they required support.

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 worked with external professionals to ensure people’s health and wellbeing needs were met. We found prompt action had been taken when people’s needs had changed, appropriate referrals had been made to ensure people had access to services that could provide further support to them.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The provider was aware of their duty to provide information in a format suited to individual’s needs. For example, in an easy read format. We found information on display to be accessible to people using the service. People’s care plans detailed their communication needs and the support they required, this information was regularly reviewed and updated.

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. People, staff and relatives had several opportunities to share feedback about the service. Relatives told us they felt involved with their family member’s care. One relative told us, “I feel involved, they have shown me [person’s] care plans and I chat with the staff and manager every time I visit.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. Staff understood their responsibilities to people received an equitable service and had received training in equality, diversity and inclusion. The provider had systems in place to ensure people received support from external agencies when they needed. For example, the service worked with a speech and language therapist when this had been required. The service also ensured people were made aware of their rights and provided people with information on various situations, this included how to raise a complaint or appeal decisions that had been made about their care.

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 and their relatives told us, staff listened to them. One person described how, after mentioning they wanted to restart a hobby, staff encouraged and supported them to take it up again. A relative explained that staff adapted easily when their family member changed their mind about what they wanted to do.

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 had systems in place to ensure people were supported to plan for their futures. We found people had detailed plans in place for their future wishes. People also had regular meetings with staff and the manager about the short term and longer term goals they would like to achieve.