Sahara House

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 Requires Improvement. At this assessment the rating has changed to 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.

At our last inspection, we found that the provider's care planning lacked detailed information for people who used the service. At this inspection, we found improvements had been made.

Care plans demonstrated a person-centred focus, placing each person’s needs, preferences and personal background at the heart of the support delivered by the staff team. Care plans contained comprehensive information about people’s life stories and what they preferred, such as their backgrounds, interests, dislikes, and the people or things that mattered most to them.

Relatives described how they participated in the care reviews for their loved ones. One relative told us, “As a family member, I’m fully involved with my relative’s reviews. Also, my [person] is encouraged to participate when care reviews take place, the staff use photos to help gain their views during the review.”

Staff demonstrated a clear understanding of the importance of person-centred care. This approach ensured that care was tailored to each person’s needs, preferences and circumstances. A staff member told us, “I follow each person's plan, communication style and tastes. I give [people] options and change how I help [people] based on their mood, triggers, and needs. When things change, plans are looked over again.”Another staff said, “I provide personalised care by understanding each person’s needs and preferences that is tailoring to the individual [person].

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.

People’s care records provided clear evidence that the provider collaborated closely with other health services such as occupational therapists, GPs, and other specialists. This partnership approach was designed to ensure that people received the right support that was tailed to their needs.

Relatives confirmed that people had access to the care they needed. One relative said, “The staff are very good at supporting people to receive the correct health input and they work well with other service. I am kept informed about any changers or concerns.”

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

Care plans were modified into easy read versions, when necessary, which helped people who needed assistance better comprehend and participate with the information given.

Family members confirmed they received copies of people’s care plans. They were given the opportunity to review these documents and were able to request amendments where appropriate. This process was transparent and supported a person-centred approach to care by actively involving individuals and their families in decision-making regarding their support arrangements.

Staff told us they had access to the service’s policies and procedures in both electronic and paper formats and stated that they were aware of how to find this information.

We saw that each person had a communication plan in place, which were reviewed and updated when needed. These plans were specifically developed to enable staff to interact effectively with each person. They were customised to accommodate the unique communication needs, preferences, and capabilities of each person, acknowledging that clear and effective communication is fundamental to delivering person-centred care.

Staff were provided with training in communication strategies, ensuring they remained confident and competent in supporting a variety of needs.

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

Staff actively engaged people and their families in making decisions about their care and communicated any changes that resulted from their input.

We saw that the provider proactively conducted a survey targeting three key groups: staff members, people who used the service, and their relatives. This inclusive approach enabled all stakeholders to voice their opinions and share constructive feedback concerning the quality of care and support received.

Staff informed us that they actively listened to individuals and their families to ensure that everyone was included in the ongoing development of the service. One staff told us, “People and their families are included in care planning and decision-making to ensure care meets the individual’s needs and preferences.”

During our visit, we observed that the provider had established robust systems for managing complaints in an appropriate manner. It was noted that, at the time of our inspection, there were no open complaints.

The provider made sure that people could access the care, support and treatment they needed when they needed it. The leadership team and staff demonstrated a good understanding of the needs of individuals with learning disabilities and autistic people, making concerted efforts to remove or lessen common barriers. Feedback from relatives highlighted fair treatment.

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

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.

At the time of our assessment, no one needed end of life care; however, the provider did have a suitable policy in place for such circumstances.

Staff completed training focused on end-of-life care, equipping them with best practice skills in communication, symptom management, emotional support, and respecting individual wishes and cultural values. One staff told us, “I have received end of life care training and while I continue to learn, I feel supported and able to provide appropriate care when needed.” Another staff said, “I’m confident to provide compassionate, dignified support, follow agreed plans, involve health professionals and support families appropriately.”