Bath MIND - 82 Lower Oldfield Park

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.

People told us they were happy with the service they received, which met their specific needs. People said they had been involved in planning the support they needed. Staff said the service was focused on meeting people’s specific needs, to help them develop skills and independence. This approach was reflected in the records of support provided.

Feedback from health and social care professionals highlighted the person-centred approach of the service, with comments including “They are very flexiblewith [people] and will try and find a manageable solution” and “They [support] some of the most complicated patients that we have under our service, with diverse needs and presentations, that they seem to respond to in a personalised and specific manner.”

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 provider worked in partnership with other agencies, to ensure people received continuity of care. Professionals told us staff discussed any concerns with them to resolve issues. Professionals said staff took a person-centred approach, to support people to make their own decisions. Details of this support was recorded in people’s care records.

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

People told us they received all the information they needed from the provider. People’s communication needs had been assessed, and a communication support plan had been developed with them. This included any psychological, cognitive, trauma related or sensory factors which may affect communication.

Documents had been provided in more accessible formats for people, including the use of symbols and pictures. This included information on how to make a complaint, contact details for anyone who doesn’t feel safe and support plans.

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 told us staff listened to them and took action to resolve any issues. People’s views were regularly sought, through individual meetings and an annual survey. Details of the provider’s complaint procedure were given to people in formats accessible to them and displayed in the service. The registered manager tracked all concerns and complaints that had been raised to ensure they had been followed up and action taken. Records demonstrated all concerns had been investigated and actions taken to resolve issues. People had been given feedback about the concerns they had raised.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Assessments included the support people required to access the care they needed, including any specific equipment or adaptations. The assessments were regularly reviewed and updated as people’s needs changed. Accessibility of the building was considered as part of people’s needs assessment and on-going reviews. Where needed, adaptations were made, for example, the use of a wet room and adapted toilet fittings to enable people to be more independent.

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 registered manager was aware of the barriers people with disabilities may face and worked to overcome them. People were supported to access local community and leisure services when needed. The provider had an equality, diversity, inclusion and equity panel, which provided regular training sessions for staff. The registered manager reported these focused on increasing cultural competence and challenging bias is a constructive and supportive way.

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.

The service did not provide any end-of-life support for people. People were supported to make plans for the future, setting out support they needed to achieve their goals. This started when people first moved into the service, with an assessment of move on plans and support needed to move to a more independent setting.