Seven Steps Support Limited

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

People had genuine choice and control over their lives and support. They were involved in decisions about their care, maintained important relationships and community connections, and achieved outcomes that improved their independence, confidence, wellbeing and inclusion. People experienced highly personalised support that reflected their individual strengths, needs and aspirations, enabling them to live meaningful and fulfilling lives.

The service placed people at the centre of decision-making. Staff took time to get to know each person, understand what was important to them and adapt support when their needs, preferences or circumstances changed.

Staff developed a detailed understanding of people's strengths, communication needs, goals and health requirements. This information was recorded in care plans, risk assessments, health passports, hospital passports and communication profiles, helping to ensure support was personalised, consistent and coordinated.

People played an active role in shaping their support. Through the ‘Choosing My Support’ process, people described what good support looked like to them and the qualities they wanted in support staff. People also took part in staff interviews and provided feedback about new team members, helping to ensure they were supported by staff who understood, respected and shared their values.

Staff worked closely with families, advocates and others who were important to people. They also worked in partnership with GPs, the Community Learning Disability Team, occupational therapists, physiotherapists and counselling services to ensure people received joined-up support that responded to their changing needs and helped them achieve their goals.

People were supported to pursue interests and opportunities that were important to them and to take active roles within their communities. This included reconnecting with faith communities, participating in local carnivals, performing at public events, volunteering and accessing community activities. As a result, people developed confidence, formed meaningful relationships and made valued contributions to community life.

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.

People’s care and treatment was delivered in a way that met their assessed needs from services co- ordinated and responsive services. We saw evidence people regularly accessed GP and other community health services. Recommendations from health professionals were recorded and shared with staff. Records showed if people’s needs changed, further advice was sought, and care was adapted to meet those needs.

The provider was exceptional at developing appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

The provider demonstrated a strong commitment to meeting the diverse communication needs of the people it supports through personalised and accessible approaches. Communication needs were comprehensively assessed and documented within care plans, individual risk assessments, personal evacuation plans and hospital passports, ensuring that support strategies were clearly recorded and consistently applied.

The provider used a wide range of communication tools and resources such as Makaton (a form of sign language), visual timetables, easy-read documentation, social stories, mood charts, and communication charts. These approaches enabled people with varying communication needs to understand information, express their views, and participate in decision-making about their care and support. Staff had developed a range of social stories and other visual resources to help people understand unfamiliar or complex situations, reducing anxiety and promoting independence. This approach extended beyond day-to-day support, enabling people to use their preferred methods of communication confidently in their community. People had taken part in a local carnival where they performed songs using Makaton. Staff supported people to prepare for the event and develop the confidence to perform publicly. This enabled people with limited verbal communication to showcase their abilities, talents and preferred methods of communication to a wider audience.

People had hospital passports. These documents ensure that essential information about an individual's communication preferences, health needs, and support requirements is readily available during medical appointments and hospital admissions, helping to facilitate effective communication and continuity of care.

Staff also used positive interpersonal communication techniques, including maintaining appropriate eye contact, using welcoming tones of voice, positive facial expressions, and open body language. Staff were mindful of positioning themselves at an individual's eye level where appropriate and used gentle encouragement to support engagement and understanding. This person-centred approach helped individuals feel respected, listened to, and supported.

The service provided a range of accessible documents, which enabled individuals to communicate their preferences regarding how they wish to receive care, and an easy-read client guide containing important information about the service. These resources support informed choice and promote involvement in care planning.

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 access to information about how to make a complaint and felt confident raising any concerns. The service had a complaints policy in place, and an 'easy read' version was available.

Staff and leaders told us they listened to people and ensured they were involved in their care and treatment. They took all feedback, complaints and compliments seriously and ensured all concerns were investigated

The provider made sure that people could access the care, support and treatment they needed when they needed it.

People received support, which was accessible, timely and in line with their diverse needs. Staff understood the needs of autistic people and people with a learning disability and worked hard to ensure typical barriers faced by people were removed or mitigated against. People had easy-read health summaries and hospital passports, to support clear communication and reduce anxiety during medical appointments.

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.

People were treated equally, and their care and treatment were adapted to meet their individual needs. Staff had received relevant training and had a good understanding of people’s rights, discrimination and inequalities and what to do to protect people’s rights. People were encouraged and supported to access community facilities and events that reflected their personal interests and cultural backgrounds.

People were given exceptional support to plan for important life changes, so they could make informed decisions about their future, including at the end of their life.

The service demonstrated a strong commitment to ensuring people received compassionate, person-centred support at the end of life. Staff worked collaboratively with healthcare professionals, families and the local health centre to ensure people's wishes, values and preferences remained central to all decision-making.

An external review conducted, following a person's death, found the service had maintained comprehensive, person-centred care plans and risk assessments that staff regularly reviewed and updated in line with professional advice. The reviewer highlighted the quality of support provided and recommended the service receive praise for its excellent standard of care.

The service continued to strengthen its end-of-life care provision through participation in a nationally recognised initiative designed to improve end-of-life planning with people with learning disabilities. Staff used the project's resources and communication tools to support meaningful conversations about future wishes. This ensured people remained at the centre of decision-making and their wishes, values and preferences were clearly understood, documented and respected.

The service was working closely with healthcare professionals to ensure people's preferences for future care, treatment and support were clearly documented and understood by those involved in their care. One health professional said, "Most recently, we have been working collaboratively with the service to improve end-of-life care for people with learning disabilities. It is clear they are committed to ensuring individuals' wishes, values, and preferences are recognised and respected during this important stage of life. Having strong links with the community and healthcare has undoubtedly enriched the lives of the clients they support, and we are proud to work alongside them.”