Northbourne

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 outstanding. At this assessment the rating has changed to 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 were supported to be at the centre of their care and treatment, with decisions made in partnership and reviewed when needs changed. Care planning reflected people’s preferences, routines, life histories and communication needs. Records showed the service had a good understanding of people with complex needs, including dementia and fluctuating capacity. Support was adjusted when people’s needs changed, such as changes in health, behaviour or emotional wellbeing. A relative told us, “Staff know [Person] well and understand their needs and routines.”

The provider understood people’s diverse health and care needs and worked with other services to support joined‑up, flexible care and continuity. Care records showed regular involvement from GPs, community nursing teams, therapists and mental health services. Referrals were made appropriately, and professional advice was incorporated into care planning. Following hospital admissions or significant changes in health, people’s needs were reviewed and care plans updated. Safeguarding concerns were shared appropriately and outcomes were recorded. A relative told us, “The team works well with other professionals and keeps us informed.”

People and those important to them were given accurate and up‑to‑date information in ways that met their individual needs. Care plans included clear guidance on how people preferred to receive information, including the use of simple language, reassurance and visual prompts where appropriate. Information was shared through ongoing communication, care reviews and written updates. Where communication gaps had previously been identified, the provider had taken steps to improve consistency and oversight. A relative told us, “We know who to speak to if we have questions or concerns.”

The provider supported people to share feedback, raise concerns or make complaints, and involved them in decisions about their care. Records showed concerns and complaints were responded to and actions were taken where needed. Feedback from recent meetings with families led to changes in communication and care planning, and a more structured activities programme was in place. While some people said change had taken time, overall feedback indicated people felt listened to and involved. A relative told us, “We can go to the manager or staff whenever we need to and feel listened to.”

People were supported to access the care, treatment and support they needed in a timely way. Care planning and delivery reflected people’s individual needs, including people living with dementia, sensory impairment and complex physical health needs. Adjustments were made to routines and staffing arrangements where needed to support access to care. Placement suitability was reviewed when people’s needs changed to ensure the service remained appropriate and safe. A relative told us, “[Person] gets the support they need and staff adjust things when required.”

Staff and leaders took account of information about people who may be at risk of unequal experiences or outcomes and adapted care in response. Care records showed risks and vulnerabilities were identified and monitored, with increased support and specialist input provided where needed. People with higher levels of need received more frequent monitoring and tailored support. A relative told us, “Staff treat people equally and with respect.”

People were supported to plan for important life changes and future needs, including end‑of‑life care, so they could make informed decisions. Care plans included anticipatory planning for changes in health, mobility and increased dependency. Mental capacity assessments and best‑interest decisions were completed when required and involved families and professionals. Records showed reviews were completed when needs changed and discussions took place about future support. A relative told us, “We’re involved in conversations about future care and what might be needed next.”