50 Vassall Road

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 outstanding. At this assessment, the rating changed to good. This meant people’s needs were met through good organisation and delivery.

This service scored 86 (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 was exceptional at making 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 were actively involved in planning their care and support. During our visit, people spoke positively about the wide range of activities and experiences they were supported to access. One person told us about their interest in boats and shared that they had previously enjoyed a cruise around the British Isles. They were looking forward to a further cruise to Belgium planned for August 2026 and spoke enthusiastically about the upcoming trip. Another person told us they enjoyed going bowling and staff supported them to do this. Another person was supported to the hairdressers on a weekly basis as they enjoyed having their hair washed and blow dried.

Staff provided examples of how people were supported to pursue their individual interests and preferences. One member of staff described supporting a person to go on an overnight break. The person had been fully involved in planning the trip, including choosing the location, deciding on activities they wished to take part in and determining the pace of the break. The member of staff told us the person enjoyed the peace and quiet and valued having time away from their usual routine. Another person had a keen interest in helicopters and had been supported to experience helicopter rides on two separate occasions. Staff told us these experiences had been planned around the person's interests and aspirations and had contributed positively to their wellbeing.

We saw further examples of person-centred planning throughout the service. People's care plans contained detailed information about their life histories, interests, preferences, communication needs and what was important to them. Staff knew people well and were able to describe how support was tailored to individual choices and routines. For example, people were supported to choose how they spent their day, what activities they wished to participate in, how they decorated their bedrooms and how they maintained relationships with family and friends.

The service coordinator told us they were continually reviewing the support people received, recognising that people were getting older and that their needs were changing over time. Reviews were completed with people and, where appropriate, those important to them to ensure support remained relevant and effective. For example, some people were experiencing difficulties getting in and out of the bath. Referrals had been made to an occupational therapist, and appropriate equipment and adaptations had been introduced to help people bathe safely while maintaining as much independence as possible.

Care records demonstrated that people’s goals and aspirations were regularly discussed and reviewed. Where people expressed a wish to try new experiences, develop skills or increase their independence, staff worked with them to identify practical steps to achieve these outcomes. This included supporting people to access their local community, learn new skills within the home, and maintain hobbies and interests that were meaningful to them. These examples showed that people received support that was centred around their individual needs, preferences, and desired outcomes.

The provider had an exceptional understanding of the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

Where people’s needs had changed, the service worked proactively with commissioners and local authorities to ensure the support provided remained appropriate and person-centred. For example, where an individual required additional support to access activities that were meaningful to them, the service had successfully requested additional funding to provide 1 to 1 staffing support. This enabled the person to continue pursuing interests such as visiting a local farm, which contributed positively to their wellbeing and quality of life.

Staff demonstrated a commitment to ensuring that support arrangements reflected people’s individual preferences and aspirations. One person had previously attended a day centre; however, it became apparent that the service was no longer meeting their needs or reflecting their interests. Staff recognised this and made a referral to the local authority to review the person's support arrangements. As a result, the person was provided with dedicated 1 to1 support, enabling them to access activities of their choice within the community. The person told us they were looking forward to a planned trip to Longleat with a member of staff and spoke enthusiastically about the opportunity.

These examples demonstrated the service’s strong commitment to providing flexible, responsive, and joined-up care. Staff worked collaboratively with external agencies to secure the resources people needed, ensuring support was tailored to individual preferences, promoted independence, and enabled people to live fulfilling lives.

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

All organisations providing publicly funded adult social care have been legally required to comply with the Accessible Information Standard (AIS). This standard was introduced to ensure that individuals receive information in a format they can understand. The provider was meeting the required standards. Key policies, including safeguarding and complaints procedures, were made available in accessible formats tailored to people’s needs.

During the recent heatwave, the service coordinator demonstrated a proactive approach to promoting people's health and wellbeing. Recognising the increased risks associated with hot weather, they sourced accessible easy-read information to help people understand the importance of staying hydrated and keeping cool. Information was provided in formats that met people's communication needs, enabling them to make informed choices about their health.

People's communication levels were assessed. Care plans detailed how people were able to communicate their needs, and any support people would need to do so.

People’s records were kept safe and secure, only people who were authorised to read them had access. Staff completed information governance training to ensure information was stored safely in line with General Data Protection Regulation (GDPR).

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's complaints policy was available in accessible formats. Staff listened to people and responded appropriately to any concerns raised. There had been no formal complaints made about the service.

People had been supported to raise concerns about services they were receiving outside of the home such as an art group that had stopped due to lack of funding. Staff were actively looking for alternatives for the person as they evidently missed the art sessions. In the interim they were supported to engage in art activities within the home. This showed that people were listened to and action taken to address their concerns.

A relative told us they were aware of how to make a complaint if needed. They said they had not needed to raise any concerns about the care and support provided and spoke positively about the staff and the quality of the service being delivered.

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

Staff had received training in equality, diversity and inclusion and person-centred care including the Oliver McGowan training. This helped ensure they understood their responsibilities in promoting equality, respecting people's individual differences and protecting their rights. Staff demonstrated a good understanding of how to make reasonable adjustments, adapt communication, and provide support that reflected people's cultural and personal preferences. This contributed to people receiving care that was inclusive, equitable and free from discrimination.

Staff recognised when people required support from health and social care professionals and took timely action to ensure their needs were met. Records showed that incidents, changes in health conditions and emerging concerns were appropriately escalated, resulting in prompt referrals to relevant professionals. This helped to ensure people received the right support at the right time and reduced the risk of health needs deteriorating.

Referrals were made to a range of professionals, including GPs, occupational therapists, community nurses, and specialist services, where appropriate. Care plans were updated following professional input to ensure staff had clear guidance on how to support people safely and effectively. Feedback from health and social care professionals was positive. Comments included, “When matters arise, there is always a solution focused approach, and other relevant professionals are consulted and involved”, and “The service manager was quick to respond to my e-mail with a few queries and proactively offered information and risk assessments on how the home supported the resident’s independence”.

Staff and leaders were innovative in how they listened to information about people who are most likely to experience inequality in experience or outcomes. Staff and leaders actively used this information to provide exceptionally tailored care, support, and treatment in response to this.

The service coordinator worked closely with commissioners to overcome barriers that could have prevented one person from continuing to attend a working farm due to age-related funding restrictions. Through effective liaison, challenge, and negotiation with the local authority, funding was agreed for 1:1 support, enabling the person to continue accessing an activity that was highly meaningful to them. The continuation of this activity had a significant positive impact on the person's wellbeing and quality of life. This demonstrated the service's commitment to promoting equity, ensuring the person had the same opportunities and experiences as others, and advocating effectively to achieve positive outcomes.

Staff were proactive in supporting people’s diverse needs and worked to reduce social barriers that could limit people’s involvement in their local community. People were actively encouraged and supported to participate in a range of activities both within the home and in the wider community, based on their individual interests and preferences. People were supported to stay connected with friends they had met from a social media group that no longer continued. A person told us they liked to visit their friends and their daily records confirmed they were regularly supported to stay connected with their friends.

Reasonable adjustments were made to support people when attending healthcare appointments. For example, additional time was allocated, or visits to medical facilities were arranged before treatment appointments. This helped people become familiar with the environment and feel more comfortable in their surroundings.

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.

Nobody was receiving end of life care; however, care plans contained the information staff needed to respect people’s wishes and preferences.