SummerView

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 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 took a collaborative approach working with people, families and advocates to understand how they wished to be supported and how they could be empowered to make choices, decisions and set aspirations for their future. People told us they had a named key worker who worked with them to help them achieve fulfilled lives.

From care documentation we reviewed we saw these were person centred, containing people’s voice and how they wished to be supported. Care documentation was regularly reviewed and updated with the agreement of people so that staff had the most up to date and relevant information available to them.
 

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 registered manager ensured people received support in line with their funding and where needs changed approached commissioners to review this funding. People were actively supported to access facilities in the local community to enhance their wellbeing.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People were provided with information in formats that suited their needs, and staff frequently reviewed their communication needs with them. Where people needed easy read formats or pictorial information, this was provided for them. People’s consent was gained to share information about them with other healthcare professionals. All personal information was stored securely.

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 had their care needs reviewed regularly with staff and had the opportunity to raise any issues. Staff held regular meetings with people to discuss their care and how the service was running, which gave them an opportunity to provide feedback to staff. Complaints were fully investigated and action taken to address these with people and families. A relative told us, “Communication is good and the manager is very approachable.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. The registered manager was proactive in advocating for people at the service to ensure they had equal access to the support and treatment they required.
Care plans considered people’s needs and how they could access services. Health passports were in place describing the support people may need if they were admitted short term to another healthcare facility such as a hospital.
 

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. Staff had received training on the Equality Act and Human Rights Act and could identify and address discrimination. Staff ensured people had good outcomes regardless of their needs, backgrounds or protected characteristics under the Equality Act. People felt they were treated fairly and equally.

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. Where appropriate staff had discussed with people and relatives how they would like to be supported at the end of their life and this was recorded.