Support for Living Limited - 25/27 Haymill Close

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 personalised care which met their needs and reflected their preferences. Relatives told us people’s needs were met. Staff created person-centred care plans which they regularly reviewed and updated. The provider responded when a person’s needs changed, liaising with others to make sure people received the right services and equipment.

People were supported to develop and maintain relationships with each other and peers living in other local services.

Staff ensured people received continuity of care. There were clear care plans which staff followed. Staff were trained to understand about best practice. Staff shared information with each other to help deliver a consistent approach. Staff liaised with other professionals to make sure people were able to access the services they needed.

Staff provided information for people to help them understand about the service and their everyday lives. They used pictures, symbols and objects of reference to help with communication. The provider produced a range of records in easy to read and video format.

The provider had introduced a campaign to support staff to use plain English when communicating with people using the service, each other and professionals. This helped to make sure everyone understood what was being said or written about.

Relatives told us staff stayed in touch and provided them with information about people and the service. Their comments included, “I don’t have any concerns about the way the service looks after [person] or how they communicate with me” and “They stay in touch by email and phone. The communication is very good.”

The provider listened to and involved people who used the service. They supported people from different services to be parts of groups to discuss the future of the organisation and to assess how care was being delivered. People living at the service were supported to make choices about what they did each day. Their relatives told us staff listened to them and asked for their views.

There was a suitable complaints procedure. Relatives told us they knew how to make a complaint and felt confident these would be appropriately addressed.

Staff supported people to access a range of different services. For example, within the local community and accessing healthcare services. Relatives confirmed staff assessed new places to make sure these were accessible for people. Staff liaised with external organisations to make sure people had the equipment they needed, such as suitable wheelchairs.

People had equity in experience and outcomes. Staff undertook training about equality and human rights. People’s care plans included information about their individual needs and lifestyle choices.

Relatives told us people’s human rights were respected.

The provider had procedures regarding diversity and inclusion. They had developed a diversity strategy that looked at the experience of people using the service and staff.

Staff supported people to plan for the future. Staff had worked with other professionals to assess people’s changing needs when their health declined. They made sure care plans reflected these changing needs and planned for how people should be cared for at the end of their lives.

A relative commented, “Staff provide consistent care and know how to look after [person] as [they] get frailer.”

Staff supported people to plan objectives and try new things. A relative confirmed this explaining, “Staff know [person’s] likes and they try to ensure [person] has the best quality of life.”