Emmaus 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 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People received person-centred care. 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. Care records reflected people’s preferences and routines. One-page overviews for each person gave detailed accounts of the most important things to and for the person. People told us staff treated them as individuals and respected their wishes and choices. A staff member said, “People get person centred care. It’s like belonging to a family. I am not just a number I am also part of that family.”

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 worked effectively with healthcare professionals, relatives and other agencies to ensure people's changing needs were understood and responded to appropriately.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Information was accessible and met the requirements of the Accessible Information Standard. Staff understood and respected people’s individual communication needs and preferred communication styles.

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 relatives told us they felt listened to. Regular residents’ meetings were held to gather suggestions and feedback about the service. There was also a system to ensure people knew what action had been taken in response to their ideas and suggestions. A system was in place to investigate and respond to concerns or complaints when received. A person told us, “I can talk to them all, I am happy, I don’t have any concerns. I could talk to [registered manager] if I needed to.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. The provider ensured people could access the care, support and treatment they needed when required. Staff worked closely with health and social care professionals when people’s needs changed and specialist support or equipment was required.

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 promoted equity by making sure support was tailored to people’s individual needs. Where people had health conditions that impacted their access to services or activities, staff worked with them to ensure they could access information and services in the same way as others.

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. Managers and staff worked with people to discuss and support their future wishes and goals. End-of-life planning was in place where people wished this to be considered. People told us staff supported them with this in a very caring and respectful way. A person told us, “I talked to “[registered manager]. [We share the same religion] and I am happy to talk about it. She asked me if I wanted to be here or in hospital, I said I hope to spend my late days here. She asked if I wanted a staff member to be with me and which one, before my relative can get here. I told her. She asked if I would like some special music. We have it all sorted out. I can’t believe I am in a place like this, it’s remarkable.”