The Four Seasons Trust Limited - 33 Abbotswood

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.

People received person-centred care in line with their needs and preferences. A relative told us, “We view [Family member’s] placement as a “home from home,” which is a great credit to the team. [Family member] requires one-to-one support with daily activities, including personal hygiene, dressing, and managing money, all of which are well supported by the Four Seasons Trust.”

People’s aspirations were identified and respected. People’s care and support plans included their biography, preferred activities and what made them happy and fulfilled.

Care notes were completed daily, and included details of any event, activities and interactions, and any healthcare concerns.

People had access to the community and were supported to take part in events and activities of their choice. We witnessed staff delivering person-centred support that met people’s needs. People appeared happy to engage with the staff, chatting about their days.

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 told us they received good care and their healthcare needs were met, and relatives echoed this. Support plans detailed these needs and were personalised. There were clear instructions for staff to follow, so they understood each person’s condition and how it impacted their daily lives.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The registered manager told us they recognised the importance of effective communication.

People’s communication needs had been assessed during the pre-admission assessment, so information could be made available to them in a format that suited them. People's care plans detailed their preferences and any aids they needed to support effective communication. All the people living at the service were able to express themselves verbally.

People were supported with their specific needs in relation to communication. For example, one person was attending reading and writing classes once a week, which they said they enjoyed.

People were given an easy-read service user guide and complaints procedure to help them understand the service and how to raise any concerns.

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 and relatives were involved in the planning of their care and support and were consulted regularly about the care they received and anything they would like to change.

Staff were encouraged to monitor people’s care to help identify issues before they could develop into complaints or concerns. There were regular meetings with people where they could make suggestions about any activities or trips they wanted, and to raise ideas about any improvements needed in the house. There was a suggestion box at the entrance, so people, staff and visitors could post their suggestions, and these were looked at regularly.

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

People told us they had access to the care and support they required and were happy with this. They felt their needs were met, and the staff cared for and supported them effectively. Records showed they were supported to attend all the necessary healthcare appointments. The staff ensured they followed instructions from these.

People were supported to access the community if it was possible for them to do so. Where they required support, this was planned and organised effectively.

Care plans were regularly reviewed to identify any changes in a person’s care needs so the appropriate support could be found if needed. This included making appropriate referrals to external professionals as needed.

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's care and treatment promoted equality and protected people's rights. People were consulted in relation to their cultural and spiritual needs.

The provider had an equality and diversity policy in place and was committed to creating a welcoming and inclusive atmosphere for all people and staff, regardless of sexual orientation, gender identity, or gender expression. People were consulted in relation to their sexuality needs if they were comfortable discussing these.

People’s care plans indicated they had been consulted in decision making, including whether they preferred to receive care from a male or female care worker. Their care plans reflected people’s physical, mental, emotional and social needs.

People were supported to undertake a range of activities of their choice in house and in the community. They told us they were always busy and enjoyed all the activities they took part in. 2 of the 3 relatives we contacted were happy with the activities organised. However, 1 relative told us, “I am concerned at the apparent lack of anyenergy, imagination, and perhaps knowledge, when it comes to seeking out new activities that can provide some much-needed mental stimulation for the clients.” This was fed back to the provider.

Some of the activities organised included a charity car wash, a monthly disco which people enjoyed attending, and a range of other sporting activities organised, such as swimming, cycling and football. People were supported to go away on mini breaks or holidays. Some places visited included Turkey, York and Blackpool.

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 lives. However, this was not always a subject that people, or their relatives, were willing to discuss, and this was approached sensitively by the management team and the care team.

People’s personal folders contained information about their next of kin and what they would like to happen if they reached the end of their lives. This was mainly dealt with relatives. The registered manager told us, “[Person’s relative] is very heavily involved, so it’s not really something that we deal with. It might be a good idea for me to discuss this gently with the parents.”