Pathfinders Specialist and Complex Care

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.

We did not look at Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

The provider demonstrated a strong understanding of the diverse health and care needs of people and the local community, enabling care to be joined‑up, flexible and supportive of choice and continuity. People and their relatives consistently told us there had been positive improvements in staff availability and increased continuity of care, which helped build trusting and meaningful relationships.

During the assessment, we saw clear evidence of well‑coordinated care provision. A detailed weekly activities programme was in place, which offered people regular and meaningful opportunities to engage in social and physical activities. On the day of the assessment, people were supported to take part in a wellness walk within the local community. This was planned and delivered inclusively, ensuring opportunities were available to everyone regardless of their health condition or level of support required. These arrangements supported people to remain connected, active and involved, while experiencing consistent and coordinated care.

The provider ensured people were given appropriate, accurate and up‑to‑date information in formats that were tailored to meet their individual needs. Care plans contained clear and detailed guidance for staff on how to support and communicate effectively with people. This included specific strategies for people whose first language was not English and for those who were unable to communicate verbally. These arrangements helped ensure people were understood, involved and supported to make informed decisions about their care, which promoted dignity, inclusion and person‑centred practice.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in experiences and outcomes during this assessment. The score for this quality statement is based on the previous rating for Responsive.

The provider supported people to plan for the future by enabling staff to have meaningful and sensitive conversations about how people wished to be supported in the event of an emergency and at the end of their life. These discussions were approached in a person‑centred way, ensuring people’s views, preferences and values were listened to and respected.

Care plans contained clear, personalised guidance that reflected people’s wishes and those important to them. This ensured staff were able to provide consistent, compassionate and dignified care during people’s most vulnerable times, supporting comfort, choice and respect while promoting a calm and reassuring approach to care delivery.