Archived: OSJCT Seymour 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 good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.

This service scored 79 (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 told us they were happy with the service they received, which met their specific needs. People and their relatives had been involved in planning the care they needed. Staff said the service was focused on meeting people’s specific needs in an individualised way. This approach was reflected in the care records.

The provider had an exceptional understanding of the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. People received continuity in their care and the provider and home manager understood the health and social care needs of local communities.

Staff had joined up with another of the services managed by the provider to respond to an emergency and facilities failure. Five people moved into the service from another service to keep them safe. All staff including managers, worked in collaboration with others to make sure people were safely moved with minimal distress. Managers provided handovers to share information and any key upcoming appointments and events.

As the provider used an electronic care planning system, this enabled staff at the service to see people’s needs in a timely way. Information was shared swiftly enabling staff to provide continuity to people’s care.

Further, staff came to work at the service from the other service which meant people could see a familiar face and have care and support from staff who knew them. We observed staff liaising with healthcare professionals to make sure people’s health needs were met. Steps were taken to register people on a temporary basis with local GP surgeries. Staff ensured people were comfortable in a different environment and made to feel welcome

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.

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. People were supported to access local community and leisure services when needed. The service had access to accessible transport, to support people to attend events. Staff were supported to complete equality and diversity training.

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. We received positive feedback from a relative about the support staff provided at the end of their loved one’s life, saying staff had provided very good care, both to their relative and them. We saw similar feedback in cards relatives had sent to the service. Staff were aware of people’s wishes for the future, for example whether people wanted to go to hospital for further treatment or whether they had a do not attempt resuscitation plan in place. This information was recorded in people’s care plans. Staff said they had completed end of life training and worked with the palliative care team when necessary.