SENSE - 18 Water Gate

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.

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.

We did not look at Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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 had good person-centred outcomes and experiences of the service regardless of their needs, backgrounds or protected characteristics under the Equality Act. A staff member told us, “I am familiar with both the Equality Act and the Human Rights Act and ensure that service users are always included and treated with dignity and respect. I make visitors aware that they are entering the service users’ home and use each individual's preferred method of communication, such as hands-on-hand signing or Sign Supported English (SSE).” SSE is a term used to describe signing and speaking English at the same time.

Staff had a very good understanding of the people who used their service that were most likely to experience inequality in experience or outcomes when out in the community. People were actively involved in the local community such as fundraising events and celebrations during the Kings coronation. The service supported positive experiences for people in the local community. A staff member told us, “An Autumn Fair was held in the local community hall where service users had their own stall. Selling items they made for charity.” A professional told us, “It is a lovely well-maintained home offering some good opportunities of community inclusion for people living there.”

Relatives told us the service were genuinely interested in their views and took those into account when developing activities for their loved one. A relative told us, “[Loved one] loves coming out and loves moving about. Really enjoys swimming and going to football matches at night, as [loved one] likes floodlights. [Loved one] has a holiday once a year. Goes on a horse and carriage once a week.” Another relative told us, “[Loved one] is one to one all the time, but they don’t just sit with [loved one] for 24 hours but try and do things that [loved one] enjoys.” People had one day in the week where they stayed at home and either relaxed or completed household chores with staff support.

One person followed a religious diet that avoided one type of food. When this was on the menu the service made sure there was a preferred alternative always available. This person actively celebrated religious occasions with their family. During Covid lockdown the service made sure this person was supported to celebrate such special occasions at the service.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.