United Response - 2a St Alban's Close

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 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.

Staff worked hard to make sure support was people led and focused on people’s wishes and preferences. Where people were unable to express their view, leaders involved those who were important to the person to ensure decisions in line with the person’s views and aspirations.

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.

Staff and leaders focused on people being part of their local community. People attended local community events and were an active members of their local community. Staff worked with involved professionals to ensure people had care which was joined up and inclusive.

The provider supplied appropriate, accurate and up-to-date information in formats were tailored to individual needs.

People were provided with information which met their communication needs. For example, 1 person was able to make decisions when presented with 2 options. Staff never offered more than 2 options to empower the person to make their own choices. Information was available in an easy read format.

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 their representatives were actively involved in giving feedback on their care. Leaders had an ‘open door policy’ where they were accessible and welcoming of feedback being given. Leaders used any feedback given to make meaningful change to ensure people received high quality support.

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

Staff and leaders had a focus to make sure people did not face discrimination and had equal opportunities. Leaders worked with staff, relatives, professionals and people to break down barriers to ensure people were able to reach their goals and aspirations.

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 had reasonable adjustments made to ensure they had fair access and equity. There was a consistent staff team without the need to use agency staff which creates a strong working relationship between staff and people. Leaders worked hard to make sure there was a zero tolerance to any form of discrimination which ensured people lived their lives free from harassment.

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, their representatives and involved professionals were all consulted on the person’s future wishes. There were clear plans of care which identified what support the person did and did not want with key documents, such as do not attempt resuscitation (DNACPR), which were in place. Staff had training and a good understanding on what high quality end of life care was and the importance of this.