Raby 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 were person centred and included detailed information about people’s needs and preferences. A professional who visited regularly told us, “The service has been able to evidence over the years really good person-centred care. They are constantly reviewing how they do things and looking to make it better.” Family members confirmed they were involved in important decisions about people’s care, and their opinions were sought and valued. One family member said, “I’m very involved with [Name’s] care-planning. They ask me all the time about ideas for activities, if some activities aren’t working, they can tweak them.”

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 had access to a range of health and social care providers when needed as well as access to advocacy services. Advocacy services were utilised when needed to support people to understand and make decisions about their care.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Information about the service and about people’s rights was available in alternative formats. For example, accessible information was available to inform people of their rights to make a complaint or contact other agencies if they were unhappy with their care. Some people were unable to use spoken words to communicate. Staff used different types of communication styles including written form and pictorial prompts to assist people with their communication. A family member told us, “Staff help [Name] communicate by using key words and show them pictures to help them choose things, such as what they want for breakfast.”

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Regular meetings and conversations were held with people to enable this. A complaints policy was in place and information on how to make a complaint was clearly visible. Staff were able to describe the actions they would take if they received a complaint. Records confirmed any concerns and complaints had been taken seriously, investigated and appropriately addressed. Family members felt confident with the process and knew how to raise concerns. Comments included, “My complaint was dealt with promptly and I received an apology” and “I don’t really have any concerns. I’m informed if anything happens. I know I can ring at any time.”

The provider made sure people could access the care, support and treatment they needed when they needed it. A family member told us the provider has been responsive in securing additional staffing support for their loved one and this had created a safer package of care. Health professionals who regularly had contact with the service confirmed people received care when they needed it. For example, people had access to regular health reviews, screening and dental care. Records were maintained when people accessed support from other services. Important contact details were contained within care plans.

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 who lived in Raby Hall always had access to adequate staffing so received care and support when they needed it. Staff encouraged people to engage at their own pace in activities which encouraged participation and reduced the risk of experiencing social isolation. Family members were positive about the care provided from the staff team.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future. Staff worked with people to develop individual goals. For some people this included moving into a new flat which would enable them to live more comfortably within the service. For other people, planning for the future meant developing new skills to enable them to plan for more independent living arrangements in the future. Family members were also involved in important planning decisions when appropriate. One family member told us, “I go to meetings to review my son’s care plan.”