OSJCT Coombe End Court

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 had a proactive and positive culture of safety, based on openness and honesty. Staff listened to concerns about safety and investigated and reported safety events. Lessons were learnt to continually identify and embed good practice.

Incidents and accidents were recorded and reviewed by managers to ensure action to reduce the risk of a repeated incident were taken. Learning from incidents was shared with all staff to ensure they understood any changes to the way they needed to support people. Information from incidents was included in staff handover records, to ensure staff had key information at the start of their shift. Managers could access these systems remotely, meaning senior managers could maintain oversight of what was happening in the service.

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. The provider worked with other services, to ensure people received continuity of care. Examples included social workers and health professionals. Details of this support was recorded in people’s care records. Feedback from the local authority commissioners was positive about the way the service maintained continuity of care for people.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People and relatives told us they received all the information they needed from the provider, in formats which were accessible to them. People’s communication needs had been assessed with them, and a communication care plan had been developed. The provider had systems in place to provide documents in a range of formats, including different languages and large print.

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 told us they knew how to raise any concerns and were confident action would be taken to resolve their issue. The provider gave people information about their complaints policy. Records demonstrated complaints had been investigated and responded to, setting out any actions the provider had taken as a result. The manager tracked all concerns that had been raised to ensure they had been followed up and action taken.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Assessments included the support people required to access the care they needed, including any specific equipment or adaptations. The assessments were regularly reviewed and updated as people’s needs changed. Accessibility of the building was considered as part of people’s needs assessment and on-going reviews. Where needed, adaptations were made, for example, the use of pendant alarms to enable people to be more independent. The service’s garden was accessible for everyone, including people using a wheelchair or walking frame.

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. The manager was aware of the barriers people with disabilities may face and worked to overcome them. People were supported to access local community and leisure services when needed. The service used accessible transport when needed, to support people to attend appointments and events. Staff were supported to complete equality and diversity training.

The provider had a proactive and positive culture of safety, based on openness and honesty. Staff listened to concerns about safety and investigated and reported safety events. Lessons were learnt to continually identify and embed good practice.

Incidents and accidents were recorded and reviewed by managers to ensure action to reduce the risk of a repeated incident were taken. Learning from incidents was shared with all staff to ensure they understood any changes to the way they needed to support people. Information from incidents was included in staff handover records, to ensure staff had key information at the start of their shift. Managers could access these systems remotely, meaning senior managers could maintain oversight of what was happening in the service.