Sharon and Glen Arnott - 32 Beamont Way

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 services were tailored to meet the needs of individuals and delivered to ensure flexibility, choice and continuity of care.

This service scored 86 (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 was exceptional at making 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, their families and professionals all told us leaders and staff were extremely proactive in ensuring people received person centred care.

People were supported by staff who knew them well. Care plans were detailed and comprehensive, identifying what people needed to be supported in a way that empowered them to be as independent as possible. For example, 1 person had an extensive history detailing their past life gathered by people who were important to them. There were comprehensive details for staff of how to recognise signs of their withdrawal and anxiety and if this happened strategies to support them through this. Records demonstrated how staff had followed this guidance to ensure a positive outcome for the person. People were consistently involved in their care planning and encouraged to make their own decisions. People were listened to and had confidence in speaking up for what they wanted. This was because the culture at the service was inclusive and supportive. People were active partners in their care with staff providing person-centred support when needed.

Staff demonstrated an exceptional understanding that people were individuals with their own values and beliefs. Staff supported people to engage in regular ‘house meetings’. This made sure people were partners in organising how the service was managed. People’s individuality was respected and staff ensured everyone had input in choosing furnishings and decoration. We saw 1 person’s room had recently been redecorated using colours of their choice and with the addition of a built-in wardrobe with storage to facilitate their hobby.

Staff understood and respected people’s boundaries, for example 1 person did not like people using a specific toilet they saw as theirs, so this was clearly explained to visitors. Another person had specific requirements about how they had their hot drinks. Another person had clear guidance on the support they wanted when showering. The staff ensured people’s choices were at the forefront of what they did. One professional stated the staff were “powerful advocates” for people’s choices when they needed to be.

The provider had an exceptional understanding of the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

Leaders and staff demonstrated an in depth understanding of people’s needs and worked in partnership with professionals involved in people’s care. Leaders were very knowledgeable about local health services and knew who to contact for all health conditions. One professional stated staff were always very proactive and would contact them when people’s routine appointments were coming up to ensure they were done in a timely way. Another professional said the service worked in a collaborative way, putting people at the centre of what they are doing. They said, “If issues are encountered for people, the staff work in a creative way to overcome these and to ensure people get the support they need”.

Families were confident leaders and staff always ensured people’s care was centred around what they needed. Records demonstrated 1 person had experienced a long episode of ill health. Leaders had engaged with a specialist learning disabilities and autism nurse based at their local hospital to support them with their treatment. This meant they were able to understand the medical processes they were having. The outcome for the person was to experience a very positive stay in hospital which enhanced their health and wellbeing.

Leaders ensured people accessed age related screening such as bowel cancer check, breast screening, opticians, diabetic eye screening, blood tests and access to a continence nurse. Staff helped to prepare people for any health screening or tests. They took time to explain to people what would happen and discuss any anxieties. Staff provided reassurance and made sure people had the supported they wanted throughout.

The staff team was very stable which gave people the opportunity to have continuity of support from staff that knew them well. We observed staff worked in partnership with people, there was a mutual trust and understanding which enabled people to flourish.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People had monthly house meetings where information was shared and discussed. We saw easy read versions of information for people who needed it. Families told us leaders and staff were very responsive to them. They said staff would often ring to keep them up to date with what people were doing.

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 were able to talk to staff informally on a day-to-day basis. They could also bring issues to their monthly house meeting. Families and staff were given a questionnaire regularly, to give feedback about the service. Leaders reviewed the feedback and made changes to service provision if needed. Families said leaders were readily available to talk to, if they wanted to contact them.

The service had made sure people had consistent access to the care they needed. Staff had detailed information in care plans which outlined when staff should access healthcare professionals. This included information on what to do in the event of an emergency or out of hours. People had been supported to obtain equipment they needed to help them mobilise. Leaders made sure all assessments had been completed in a timely way and people had the correct equipment for their needs.

Staff provided support people needed to access other services. Communication needs were considered when people needed to engage with healthcare professionals. Where needed people were provided with easy read information and pictorial guidance to help people understand what was happening. Professionals told us the provider and staff worked in an exemplary way to ensure people were able to access services and support in a timely way.

The provider ensured people readily accessed their local community. This included regular access to restaurants, pubs and shops. The provider was very aware of barriers to people’s care and support and recognised the potential impact barriers may have on people’s health and wellbeing. For example, the provider identified some people were not able to meet up with their friends due to reductions in some services. They facilitated a friendship group at a local café for people at the service and others in their local area. This helped people stay connected to friends and maintain relationships that might otherwise have eroded. People looked forward to this engagement and staff told us about the positive benefits it had on people’s confidence, wellbeing and sense of inclusion.

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.

Leaders were aware of the barriers people with a learning disability could face and worked proactively to ensure people could overcome these. They had built a strong relationship with the learning disability and autism nurse and their local hospital to ensure people got equity in outcomes when accessing the hospital.

Other people were proactively supported to ensure they had positive outcomes relating to their choices. People had hospital passports to ensure nurses would understand their support and communication needs on admission.

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 were involved in planning for the future, such as holidays and trips to ensure they were maximising their experiences. People had been engaged with to discuss end of life support if they wanted to. The provider used an easy-read, pictorial format for end-of-life planning which included identifying peoples expressed wishes. One person had been involved in planning how a significant event would be managed.

People had a hospital passport and communication sheets which were regularly reviewed. These included a pain profile, which were current and were in an easy-read, pictorial format so people understood what the documentation said about them.