63 Coronation 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 good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.

This service scored 68 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Whilst the provider ensured people were at the centre of their care and treatment choices, processes for gathering feedback and ensuring support plans were fully completed were not always effective. People’s support plans were not fully completed. We identified gaps in people’s support plans, for example relating to cultural and religious beliefs, sexuality and plans for the future. A staff member said, “Still a work in progress, some are still being done. Most of the information is on there.” Formal processes to gather feedback from people and their relatives were not always effective, response rates to the most recent survey were low. During the assessment, the provider told us they would take action to address this.

People were encouraged and supported to decide how they wished to spend their time and were able to do so in the community independently or with support from staff. A person said, “I’m starting to go out with the staff for walks.” People’s support plans were person centred and had recently been reviewed; people confirmed they were involved in the process in line with their wishes. A person said, “Yeah, they come and read it.” Despite the shortfalls identified, staff demonstrated an understanding of people’s needs and preferences, and people confirmed this. A person said, “They know them.” Another person said, “They know a bit about me yeah.”

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 showed an understanding of the diverse health and social care needs of people, as well as those of the local community. People were supported by a consistent team of established staff who demonstrated an understanding of their needs and preferences. Where agency staff were used, this was kept to a minimum, and the provider made efforts to ensure these staff were familiar with the service and the people it supported. Staff worked collaboratively with external professionals and services to ensure care was co‑ordinated and met people’s needs. Staff had completed training to meet the individual needs of people using the service, including specific training to support people’s mental health needs.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People received information in formats suited to their individual needs. People’s communication needs were outlined in their support plans, and ‘Easy Read’ information was available within the service, covering topics such as complaints. Easy Read is a type of written communication that uses plain English and images to present information in a clear and accessible way. Support plans included guidance for staff on how best to support each person’s communication needs, such as using a quiet environment, allowing time for processing information, and providing reminders and reassurance where needed.

Whilst the provider involved people in decisions about their care, staff told us regular key worker meetings with people to gather and record their feedback had not been maintained. The provider told us they would introduce new processes to gather people’s views, which may better suit people’s preferences. This issue had been identified during a recent provider audit. Despite this shortfall, most people and their relatives said they felt able to share feedback about their care. People and relatives were invited to share their views through surveys, and responses were seen to be positive. The provider told us some people had been involved in developing the survey used across the provider’s services. Although engagement from relatives in this formal process was low, people and their relatives told us they felt able to raise any concerns. A person said, “I can approach them, no complaints.” The service had implemented an accessible complaints procedure for people to follow. Records of complaints we reviewed had been sufficiently documented and responded to appropriately.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Staff were aware of discrimination and inequalities which could disadvantage different groups when accessing care and support. They worked to ensure people could use the service without unnecessary barriers or delays. Care plans included information about individuals’ needs, such as health conditions, mobility and communication, enabling staff to provide effective support and make reasonable adjustments where required. Staff also had access to an on-call system, allowing them to seek management guidance and support at any time.

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 were treated equally, and their care was adapted to meet their individual needs. These needs were assessed before they moved into the service. Policies and procedures provided clear guidance for staff and supported consistent, equitable practice across the service. Staff received training in equality and diversity and understood their responsibilities to ensure care and support promoted equality, reduced barriers or delays, and protected people’s rights.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future. People’s support plans included information about their planned outcomes and goals. The provider told us how the service had recently supported a person to plan and move on from the service in response to a change in their support needs. During the assessment we identified sections of people’s support plans relating to end of life wishes had not been completed. Staff told us there was no one using the service receiving end of life care. The provider told us they would take action to ensure people’s wishes were documented