Vecta 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 care and support that reflected their individual needs, preferences and life experiences. Staff used information about people’s backgrounds, interests and routines to personalise their support and adapted care when people’s needs changed. Examples included providing suitable finger foods for a person who found it difficult to sit throughout a meal, using sensory approaches, supporting people who preferred to walk and adapting personal care approaches when people declined support. Observations demonstrated staff knew people well and adjusted their approach according to each person’s needs and wishes.

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 together to provide continuity of care. People received support from staff who understood their needs, preferences and risks. Where agency staff were used, the provider sought consistency and observations demonstrated agency staff were familiar with people's likes, dislikes and routines. Many staff had worked at Vecta House for several years and demonstrated a good understanding of people’s individual needs, preferences and personal histories which supported consistency and continuity of care.

Staff worked closely with healthcare professionals and families to help ensure information was shared effectively and people's care remained coordinated when their needs changed.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People and their relatives were provided with information to support their involvement in care and life at the service. For example, information about the service, complaints process and what activities were available. Staff used meetings and day-to-day communication to keep people and relatives informed.

Care plans contained guidance for staff about people's communication needs and how best to support people to understand information, decisions and choices. Staff adapted how information was presented to help people living with dementia or communication needs understand decisions and make informed choices.

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. The provider sought and acted upon the views of people, relatives and others involved in their care. People and relatives told us they felt listened to and were confident they could raise concerns if needed.

Records demonstrated that feedback gathered through meetings, complaints, satisfaction surveys and day-to-day discussions was used to bring about improvements. A relative described how concerns they raised resulted in additional prompts being introduced to support their family member's oral care.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People with a range of health, communication and care needs were supported to access services and opportunities that reflected their individual circumstances. Staff demonstrated an understanding of people's diverse needs, including dementia, nursing needs, mobility difficulties, communication needs and dietary requirements. Care was adapted where required to help ensure people received support that met their individual needs. For example, 1 person who found it difficult to remain seated throughout a meal was provided with suitable foods they could eat without cutlery.

Staff and managers 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 experienced care and support that reflected their individual needs, preferences and circumstances. Support plans included information about people’s communication needs, health conditions, personal preferences, relationships, routines and lifestyle choices. Staff demonstrated a good understanding of people’s individual needs and described adapting support to promote choice, dignity and independence. Daily care records showed people had different routines and preferences, and staff supported these rather than applying a service-led approach.

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 provider supported people to plan for their future wishes, preferences and changing needs. Regular reviews and discussions helped ensure people's goals, interests and support needs continued to be reflected in their care. Staff supported people to take part in activities and experiences that were important to them and adapted support as people's needs changed over time. The provider also considered longer-term planning, including future care arrangements, environmental improvements and changes in people's health needs.

Although nobody was receiving end-of-life care at the time of the assessment, notifications (information providers must share with CQC) demonstrated that the service had experience of supporting people at the end of their lives. These showed staff working alongside healthcare professionals and families to help ensure people received compassionate care that reflected their wishes, needs and preferences.