Lindisfarne Birtley

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• 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 service met people’s needs. At the last inspection 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.

Staff 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. Care plans and risk assessments were reviewed to make sure these met people’s needs and reflected their wishes. A person said, “They always check I’m happy with the plans for my care and how they provide it.”

Staff understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. A professional said, “We visit at least weekly and find staff really understand people’s needs, they ask for advice appropriately and when needed. I think we have a really good working relationship.”

Staff supplied appropriate, accurate and up-to-date information in a variety formats that were tailored to individual needs. Communication plans were in place. Care staff told us they had information about, and understood, people’s communication needs. We observed staff effectively supported people to fully express themselves. A relative said, “Staff have a real knack of understanding what [person’s name] is saying and wants.”

The registered manager enabled people to share feedback and ideas, or raise complaints about their care, treatment and support. They made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They had created a very open and inclusive environment, and we found everyone felt very comfortable discussing any aspects of the running of the service with them. The registered manager immediately investigated and addressed any issues raised. Staff always involved people in decisions about their care and told them what had changed as a result. People and relatives felt the registered manager and staff listened to them and acted on any concerns. A person said, “I have absolutely no complaints but know if I needed to raise anything the manager would be sorting it out straight away. [Registered manager’s name] is wonderful and knows everyone so well. Nothing is a bother, if you ask for anything they get it and really wants to hear your ideas. It is absolutely great here.”

Staff made sure that people could access the care, support and treatment they needed when they needed it. Discussions with staff showed they understood how to access specialist health or social care support people might need.

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. For example, staff completed training in equality and diversity to understand and reduce inequalities or prejudices that affected outcomes for people. The registered manager ensured peoples’ social and healthcare needs were fully considered and met.

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. Staff understood how to deliver end of their life and had completed a variety of in-depth training about palliative care. The nurses were skilled at looking after people as they drew near to the end of their life. A staff member said, “We treat people like we would a loved family member and always aim to provide the best care possible.”