Giles Shirley Hall

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.

Care plans contained person-centred information, including people’s life histories, likes and dislikes, preferred routines and what was important to them.

People were actively involved in planning their weeks, including choosing meals and deciding which activities they wished to take part in.

Family members spoke positively about staff’s understanding of their loved ones’ needs. For example, one family member described the importance of using a calendar to support communication for their loved one, stating, "The staff know [Name] very well. They know all about the calendar, it's very important. When [Name] is due to visit, my picture goes on the calendar."

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 worked collaboratively with other professionals to provide consistent and coordinated care. People had access to health and social care services when needed, and the provider made adjustments where required to support people to access the services they needed.

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

Information was provided in accessible formats, including easy read documents, pictures, and communication cards. For example, to support people to understand the change of registered manager, a document was produced in easy read format containing pictures, which helped some people better understand the change.

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 were given opportunities to provide feedback through surveys and monthly meetings. Family members understood how to raise concerns or complaints and felt listened to when they did so. The provider had a complaints policy in place, and records showed all complaints were investigated and responded to appropriately and in line with this policy.

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

Records and feedback from healthcare professionals confirmed people had access to appropriate care as required. This included weekly GP ward rounds, annual health checks, immunisations and access to dental appointments. Where required, the provider made reasonable adjustments to remove barriers and support people to access other services and healthcare appointments.

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.

For example, some people were supported to take part in a research study which focused on identifying and understanding effective models of community-based mental health care for people with a learning disability.

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’s care plans documented their wishes and goals for the future. For some people, this included aspirations such as going on holiday or attending a football match.