Registered Office

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. This is the first assessment for this newly registered service. This key question has been rated 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. Evidence from people’s care plans, care reviews and supporting documentation provided assurance that care was person centred and specific to each individual. People told us they were in control of their own healthcare and that they could make changes to the care provided. One person told us, "I decided that I needed less care, so I’ve reduced it to twice a week.”

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. Case managers made appropriate referrals for care and support for people as part of their care planning support. For some people case managers were third party budget holders and there were agreements in place with local authorities and NHS organisations so that care packages could be changed and adapted as people’s needs changed as they progressed with their rehabilitation.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The provider had policies in place to ensure that information was prepared, provided and shared in accordance with both the General Data Protection Regulation (GDRP) and Accessible Information Standard (AIS) standards.

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. There was complaints and compliments policies and processes in place. People were involved in regular reviews of their care needs and they were able to provide feedback about the process and they felt listened to by the provider. A family member told us, “The case manager is responsible for physio, counselling, getting the bungalow, organising builders, specialised nurses, appointments with the urologist, organising the wheelchair. They are superb. I could not have done this without them. The interviews for the assistant took place at our home. It was completely our decision but [the provider] do all the admin, for instance, payroll. There’s nothing [the provider] don’t know about. When we ask about things, the case manager is on it. They work really late.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. Care plans contained information and details about reasonable adjustments and accessibility requirements for people. Where people have specific health conditions, for example autonomic dysreflexia, both member of their care team and their family members are trained in the appropriate procedures and action to take in the event of an emergency.

Staff and leaders 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’s care plans and support reviews included the processes, specific to each person, required to overcome barriers to their care, support and treatment. Notes about people’s needs were provided in form of personalised diaries which were used to help assess the amount and level of care people required.

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 were supported to make informed choices about their end of life care wishes. These were recorded in people’s care plans.