Archived: HF Trust Rendle House

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 requires improvement. At this assessment the rating has changed to 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.

Staff knew people well and understood their needs and preferences. We saw many friendly and positive interactions between staff and people.

Care plans contained information about people’s histories and backgrounds. Staff completed training in supporting people in a person-centred way. Records and our observations showed people were supported as individuals and in line with their own 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.

One person was waiting for a minor medical procedure to be completed. Arrangements had been made for 2 members of staff, who knew the person well and had a good relationship with them, to go with them to the hospital. The deputy manager had also contacted the learning disability nurse to ask them to support the appointment. This meant the person would be more likely to receive consistent care and treatment from internal and external staff who understood their needs.

A relative described how a medical procedure had been arranged with input from an external professional to help ensure a successful and stress-free outcome. They commented, “By working together, we achieved the best for my loved one.”

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

People were given information in a way which was meaningful for them. For example, people were given easy read documents and social stories to support their understanding. Photographs were used to help people make choices and to record events and outings they had particularly enjoyed. One person had a ‘now and next’ board in their bedroom which was used so they knew what the plans were for the day.

Care plans contained information about people’s communication preferences. This included the use of communication aids, as well as how best to talk with people, so they were able to process information.

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.

Care planning meetings were set up to encourage people to be as involved as possible. One person attended a group for people who were supported by HF Trust where they had an opportunity to share their stories as well as think about how things could be better. Minutes from these meetings were provided in easy read format and circulated to others using HF Trust services.

Key workers had regular meetings with people. This gave people focused time with staff they knew well when they were asked what was going well and if there were any changes they would like to see happen. Staff used pictures to support these discussions and aid understanding and choice.

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

Records showed staff communicated with specialist agencies when necessary. For example, speech and language therapists and occupational therapists. An external professional told us referrals were made although it could take a long time for follow up information to be provided.

When planned medical interventions were arranged, staff considered how best to support the person to reduce any anxieties.

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.

People and their relatives did not report any concerns in relation to discrimination and inequality. Staff completed training in equality and diversity to understand and reduce inequalities that affected outcomes for people they supported. The service had an Equality and Diversity policy.

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.

Relatives had been offered the opportunity to think about preferred arrangements at the end of their family member’s life. One relative had agreed to this and an end of life care plan had been developed with the person and their relative. This captured the person’s specific wishes about funeral arrangements.