Support for Living Limited - 43 Shirley Gardens

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 person-centred care which met their needs and reflected their preferences. They told us they received good care. A person explained “I am very happy here and very happy with staff.” A relative told us, “This home has been a life saver.”

Staff created personalised care plans which they regularly reviewed. Staff used good practice tools and guidance to ensure people received the right care and support. For example, supporting people with mental health recovery, and enabling them to improve their self-care, engagement and emotional regulation.

People had regular meetings with staff to discuss their care and plan for the future.

People were supported by familiar staff who knew them well. Staff worked closely with other professionals to ensure people received continuity of care. People were able to access the care and support they needed both at the service and in the community.

People had the information they needed. People were offered copies of their care plans and guidelines. There were posters and information was on display about important procedures, such as the complaints procedure and what to do if people suspected abuse.

Staff had assessed people’s individual communication needs. They ensured people were given information in formats they could understand. Staff used pictorial information, easy read and social stories (short, personalised stories explaining a concept or activity) to help enhance communication when this was needed.

There were systems to listen to and involve people. People told us they were able to share their views about the service and their own care. They knew how to make a complaint. They felt staff listened to them and valued their views. A person commented, “If we were unhappy with anything we would let staff know.”

There were regular meetings for people. They discussed the service in these and offered their views. People were asked for feedback through surveys and at review meetings.

People experienced equity in access. Staff supported people to access other services when they needed. For example, escorting them on appointments, social events and going on holiday. Staff made sure places were accessible before they visited these

People’s individual characteristics and diverse needs were respected and valued. There were procedures regarding equality and diversity. Staff undertook training to understand about these. Managers reinforced this learning through supervisions and meetings. The provider ensured people did not experience discrimination. The provider’s procedures were designed to overcome barriers to accessing services and to involve people in making decisions about their care and treatment where possible.

Staff supported people to plan for the future. People set personal objectives and were supported to work towards these. Staff worked with other professionals to help ensure people had opportunities to move on when this was right for them. No one was being supported with care at the end of their lives at the time of our assessment.