'Mollies' Hebe Healthcare Kings Norton

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.

This is the first assessment for this service. This key question has been rated 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.

Person-centred care

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.

People were involved in the development and updating of their support plans. The registered manager told us, “We will sit with the service user and ask for their input and if families are involved, we will ask them too.” A relative we spoke with confirmed this.

People were matched with staff, based on people’s known needs, backgrounds and expressed wishes and preferences. One relative told us, “[Person] ‘clicked’ with [Staff member’s name], they were like a mother figure and would support them to make a stew like their mom did.”

People’s opinion of their care was regularly sought, and they were actively involved in reviews. Staff and management frequently checked in with them to ensure their needs and prefereneces were being met. People were supported to attend regular tenant’s meetings to discuss any concerns they may have and to enable the provider to share information. Prior to new people coming into the service, people were supported to visit and meet with the existing people who lived there. We saw meetings took place to introduce new people to the service and reassure existing people who used the service who may be concerned about new arrivals.

People were supported by staff who knew them well. Staff were able to describe in detail what was important to people, how to respond to them and what the risks were to them. One member of staff told us, “I love helping and caring and supporting people. Sometimes the smallest gesture can make the biggest difference. I love my work – I would recommend working here.”

Care records seen were detailed and provided staff with person-centred information relating to people’s social, health and wellbeing and what was important to them.

People were supported to access the community and a variety of activities that were of interest to them. One person told us how they liked to go shopping for new clothes, supported by a member of staff. A relative told us how their loved one enjoyed holidays and meals out with the staff.

A health professional told us, “They [care staff] go above and beyond. Day trips, sports events and my dealings with them have always been positive. I wouldn’t hesitate referring someone else to the service."

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 service worked alongside other health and social care providers to meet the needs of the people living at the service. One professional told us, “I have no criticism of the service, they are very supportive, it’s a safe, calming place.”

The service had access to a minibus and people were asked where they would like to go and any other activities they may wish to participate in. A number of trips and activities had been put together using people’s feedback, providing them with the option to sign up to a variety of activities, if they wished.

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

People had access to information in a format they understood. The registered manager was not aware of the full details of the Accessible Information Standard but were aware of the principles of this and the need to consider and address people’s individual communication needs.

A comprehensive service user guide was available in an easy-read format, to ensure people had key information on the service in an accessible format.

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.

One person told us they were listened to by staff and they had no concerns. They told us they had completed a number of feedback forms, and their opinion of the service was positive. A relative explained how they felt listened to and supported by the service when it came to supporting their loved one.

People had been asked what questions they wanted put on the survey, to ensure they were relevant to them. These surveys took place every month.

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

People were supported to access care, treatment and support where required.

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.

Management and staff were alert to discrimination and inequality that could disadvantage different groups of people who used their services. For example, staff approached healthcare professionals to ensure a person received the additional support they required in order to achieve their health goal.

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.

People were involved and supported to plan for their future, whether it be achieving goals to attend additional learning, a new skill or aiming for a new health goal.

A relative confirmed their loved one had made a decision regarding their end-of-life care arrangements and had been fully involved in the process. They told us, “[Person] decided everything, they were fully involved and I have peace of mind now. Everything has been put in place.” We saw people living at the service were also supported to cope with traumatic events in their lives and when these events took place, they were supported by a group of caring and compassionate staff, who in turn, were also provided with additional support and counselling.