Ridgemoor Road

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 inspection we rated this key question good. At this inspection 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’s care plans were personalised and specific to people’s needs, choices and wishes. Information about people included how they chose to be supported, people who were important to them and their hobbies and interests. Staff demonstrated good knowledge of what peoples care plans entailed and were able to share specific details of people’s preferences. Where people required specific information in relation to their clinical, communication and nutrition needs, these were detailed and tailored to people’s individual needs.

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. There were links with external healthcare professionals who were involved in advising and supporting the care people received. Regular professionals visited the service, these included GP’s, nurses, advocates and speech and language therapists. The professionals who shared feedback with us spoke positively about the service and praised staff for following good practice and effective communication.

The provider supplied appropriate, accurate and up-to-date information in formats which were tailored to individual needs. Staff provided information in the most appropriate way for the person. Care plans detailed how people communicated, whether it be verbal communication or through observation of people’s body language and interactions. Staff offered a varied approach depending on the needs of the person, for example, pictorial aids were used for some people to choose their meals or activities. Objects of reference were utilised for people to enable them to make specific choices about how they would like to spend their day. There were notice boards in communal areas of the service which provided information to people about upcoming events and information about the service. The provider produced a “Hoople care stories” document which shared the events the services had celebrated throughout the year. Relatives told us they were kept updated of any changes in relation to their loved one’s needs and communication with the service was good. The registered manager demonstrated good knowledge of AIS.

The provider was exceptional at enabling people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff always involved people in decisions about their care and told them what had changed as a result. There was evidence of regular meetings involving people to share feedback about the service. Topics of discussion included, what was going well, what people were looking forward to, what people would like to do and what hadn’t gone well. This was followed by a “You said we did” document to demonstrate what actions had been taken as a result of the feedback. Additionally, the provider sent out annual surveys to people and staff to collate feedback on what was working well and where improvements could be made. We saw where 1 person had raised concerns about a temporary member of staff, the registered manager had taken action, thanked the person for highlighting poor practice and had involved the person through each part of the complaints process. The person was provided with an outcome in a format which met their needs.

The provider made sure people could access the care, support and treatment they needed when they needed it. Staff understood the needs of people with a learning disability and Autistic people and worked hard to ensure barriers faced by people were removed or mitigated. This included ensuring people had advocates who could represent them if needed and there was evidence advocates were regularly involved in supporting people’s choices. Referrals were made to external professionals when it had been identified by the service they were required. External health professionals told us staff were prompt to ask for additional support when needed and were responsive to any changes or amendments they suggested with people’s care planning. There was an on-call system in place to provide support to people and staff if needed.

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 provider ensured people were supported to have equitable outcomes. People and their relatives reported no concerns related to discrimination or unequal experiences. Staff spoke passionately about how they support people’s rights and choices. All staff had completed the relevant mandatory training requirements.

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. Care plans held information about people’s end- of- life wishes, however, further detail would have demonstrated people’s specific choices about things which were important to them. We discussed this with the registered manager who told us they would revisit this area of the care plan with people and their relatives/representatives to gather additional information. People had ReSPECT forms in place which were current. ReSPECT stands for Recommended Summary Plan for Emergency Care and Treatment and ensures people’s personal wishes are followed. An external professional had praised the staff team on the care they had delivered to a person on their end-of-life journey. They said, “I am hugely grateful and really impressed at the excellent end-of-life care given to (person). The carers went above and beyond to look after them at Ridgemoor Road including the manager working night shifts to ensure everything was appropriately managed. The decision was made rapidly to keep them in Ridgemoor Road and decision making was all appropriate and timely”.