The Green

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 were comprehensive and prioritised people’s preferences for the way they wanted to be spoken with and treated. People had a choice about how they wanted their day to look. We observed staff demonstrating good awareness of people’s individual personal care needs and preferences.

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 specific health and social care needs were assessed and recorded in their individual care plans. The management explained in detail how people were supported to access the amenities in their local community. This included having access to transport people could use for appointments or visit places of personal interest.

The provider supplied appropriate, accurate and up-to-date information in formats tailored to individual needs. We observed different information, such as the complaint's procedure, was made available to people in formats they could understand. The provider was able to give people information in a range of different formats or languages if that was identified as a communication need for a person.

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, their loved ones and staff confirmed they felt comfortable raising concerns or making suggestions and felt listened to. We saw evidence of regular meetings between staff and people. Meetings were documented, and actions were taken forward which meant people felt involved in decisions and listened to.

The provider made sure people could access the care, support and treatment they needed when they needed it. We saw people were registered with GP surgeries and received timely specialist health input when required. People had equal access to care, treatment and support because the provider complied with legal equality and human rights requirements, including avoiding discrimination, considering the needs of people with different protected characteristics and making reasonable adjustments. One person’s loved one told us, “Last year my brother had a particular health issue. The staff took active steps to get a diagnosis. They took him privately to a hospital and my mum and myself met them there”.

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. Training records showed staff completed training in Equality and Diversity. In our discussions and feedback with staff and the leadership team, they demonstrated a zero-tolerance approach to discrimination against people or other staff.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future. The provider considered people’s wishes when planning events for the future. People had the opportunity to express their wishes, and these were documented and acted on. The provider had an end-of-life policy and procedures in place to guide staff if necessary. The provider recognised not everyone wanted to discuss these matters with them.