Phoenix House

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 Requires improvement: This meant people’s needs were not always met. At this assessment the rating has changed to Good: This meant people’s needs were met through good organisation and delivery.

This service scored 71 (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. Phoenix House adapted the service to support the needs of one person, this person was able to reside at the service. One person said, “I like the staff; they [staff] are kind to me. They [staff] know what I like doing.” One relative told us, “Quite honestly, there is nothing to improve.”

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 were supported to access health appointments in the community. Staff responded to people’s changing needs and liaised with other professionals to make sure people received consistent care.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Information was provided to people in person-centred way and that met their individual communication needs.

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. The registered manager would use mealtimes as an opportunity to gain people’s views and ideas informally. This worked well for the people that lived at the service.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People had been supported to access external health care services appropriately.

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. Staff had completed equality, diversity and inclusion training to help make sure they understood and were able to meet people’s different needs.

People were not always 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. At the time of our assessment, no one had an end-of-life care plan in place, people had not been given the opportunity to talk about their wishes to make decisions about death, bereavement and funeral plans. People were able to plan goals with staff and we were told how these would be incorporated into their electronic system.