Medway 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 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.

Staff provided people with personalised care based upon their needs and preferences. People’s needs assessments informed their care plans which provided staff with guidance on how to provide support in a personalised way. Care records were personalised and included information about people’s likes and dislikes. People’s cultural needs were identified, respected and met.

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 in partnership with health and social care professionals. This included initial assessments prior to moving into the service and continued with referrals, specialist assessments, reviews and information sharing. This ensured that people received continuity of care.

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

People received information in a format that they could understand and was inclusive. We saw posters located in communal areas with information about planned activities and how people could make complaints.

People’s care plans contained information about their communication needs, which supported staff to adapt how they shared information. Relatives also spoke positively about communication and told us they were kept informed about their family member’s care and any changes.

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 and staff told us they were confident if they raised a complaint, it would be taken seriously. A staff member said, “People can make complaints and know that we will deal with it, for me I would tell the manager.”

The registered manger said, “We value feedback and learning from complaints. Staff are trained to handle concerns.”

The service had a complaints policy in place to guide staff on how to best handle, manage or submit complaints or concerns internally or to external professionals if required.

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

The manager had a clear understanding of how to access specialist health and social care services, including referrals to external professionals when required and care records evidenced this.

Out of hours support was in place, covered by the management team to ensure staff always had access to advice and support. A staff member we spoke with said, “The manager is here during the week and at the weekend, we have a senior member of staff and on call system to rely on if needed.”

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.

Care plans included information about people’s individual needs, backgrounds and lifestyle choices. This helped staff provide support that reflected people’s preferences and protected characteristics.

Relatives told us people’s rights were respected and that staff considered people’s cultural and religious needs where required.

The provider had arrangements in place to support people who may develop end of life care needs. The provider had a policy in place, which included how to navigate both planned and unexpected pathways. The provider understood their role in supporting people at the end of their life.

People did not require any support with end-of-life care at the time of our assessment.