Anchor Trust (The Laureates)

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.

Staff described how they involved people in decisions about their day-to-day care, offering choices and adapting their approach to suit each person’s routines and wishes. Relatives told us they felt staff recognised people as individuals and supported them in ways that respected their independence, abilities and preferred ways of doing things.

Care plans were comprehensive and provided staff with the information needed to support people safely. Communication needs were clearly recorded, helping staff understand how best to engage with people and ensure they were able to express themselves.

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 and their relatives told us they received a reliable service, with staff who understood their routines and needs and provided care in a consistent and well organised way. Staff communicated effectively with each other and with external professionals to ensure people experienced smooth transitions between different services. One external professional commented that, “Tenants’/residents’ choice, influence and empowerment were prioritised.”

Information was shared appropriately, and staff described clear systems for passing on updates when people’s needs changed. This helped ensure people did not have to repeat their story unnecessarily and that support remained coordinated.

Several people and staff had been at the service for many years. This meant staff knew people well and understood what was important to them. A relative described the staff team as, “Absolutely wonderful, they are absolutely marvellous.”

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

The provider made appropriate information available to people and ensured it could be accessed in formats that met individual needs. Policies were readily available, and we saw evidence that information had been provided in larger print formats where required-. People were also able to request a range of alternative formats or interpreters when needed to support their understanding and communication.

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.

Staff engagement was supported through regular team meetings, and we saw evidence that staff actively contributed to discussions and shared updates. Staff were also encouraged to provide feedback through an online staff survey, which enabled them to share their views anonymously.

Staff told us they felt supported by the leadership team and had access to People Services when needed, ensuring they could seek advice and guidance about employment related matters.

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

The provider told us they ensured equity in access for all people using the service. The equity in access policy demonstrated a clear commitment to equality, diversity and human rights. All staff had completed training on equality, diversity and human rights, with refresher training completed annually.

People were supported to access healthcare, work and vocational opportunities in the community. People were also provided with information about the benefits they were entitled to and were assisted to apply for them when required.

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 provider had an Equality, Diversity and Inclusion policy in place, and all staff had completed the relevant training.

The registered manager provided examples of staff supporting a person who had been low in mood, was not going out, and experienced dementia related communication difficulties. Staff implemented a wellness journey approach. As a result, the person was now attending activities regularly and experiencing more positive engagement.

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.

An end-of-life (EOL) care plan was not required for anyone at the time of the assessment; however, the provider had an EOL care plan template in place for use when a person was identified as being at the end of life.

Advanced care plans were completed for everyone. These set out what people would want in the future, what their care should look like, who should be involved in decisions, and included practical preferences such as support with shopping. These plans were reviewed every six months to ensure they remained current and reflective of people’s wishes.

Staff had completed training in end-of-life care, supporting them to have the knowledge and confidence needed to provide effective and sensitive care when required.