Allington House - Bournemouth

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• 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

This means we looked for evidence that the service met people’s needs.

At our last assessment we rated this key question good. At this assessment the rating has remained good.

Staff supported clients with activities outside the service, such as work, education and family relationships. The service met the needs of all clients – including those with a protected characteristic. Staff helped clients with communication, advocacy and cultural and spiritual support. The service treated concerns and complaints seriously, investigated them and learned lessons from the result.

We have not awarded this service a score for Responsive.

Find out about when we will not publish a key question score and what we look at when we assess Responsive.

Food at the house was prepared by the clients, who picked their menu each week as a group, taking into account any dietary requirements.

Staff had empowered one client to live as their preferred gender identity while they were in the service.

When appropriate, staff ensured that clients had access to education and work opportunities.

Staff supported clients to maintain contact with their families and carers.

Staff supported clients to access their chosen place of worship within the community.

Staff made notifications to external bodies as needed.

Information governance systems included confidentiality of client records.

Staff ensured that clients could obtain information on treatments, local services, clients’ rights, and how to complain.

Staff made information leaflets available in languages spoken by clients.

Staff ensured carers, families and care managers were regularly updated about the client’s progress. Care managers received 6 weekly reports.

The service had received 3 complaints in the past year, none were passed to the ombudsman.

Clients knew how to complain and raise concerns.

When clients complained or raised concerns, they received timely feedback.

Staff protected clients who raised concerns or complaints from discrimination and harassment.

Staff knew how to handle complaints appropriately.

Staff received feedback on the outcome of investigation of complaints and acted on the findings.

Staff made reasonable adjustments for clients – for example, people with mobility issues were provided with walking aids and shower chairs.

There was adequate medical cover day and night, a doctor could attend the house quickly in an emergency and the house was within a reasonable travelling distance to the local acute hospital.

Staff ensured clients had access to post-discharge care. This included follow up sessions provided at the house.

Staff planned for clients’ discharge, including liaison with care managers/co-ordinators.

Staff within the service and the wider organisation promoted a culture in which the people using the service felt empowered to give their views.

The provider had undertaken equality impact assessments of their policies and procedures to ensure they did not place vulnerable people or people with protected characteristics at a disadvantage.

Staff were trained in equality, diversity, inclusion and human rights.

Staff supported clients to make decisions about their care and treatment and their future.

Staff created personalised care plans to account for the client’s needs, wishes and feelings.

Staff ensured all relevant healthcare professionals and other relevant bodies were involved in planning the care and treatment of people with complex needs.