Maple 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 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. People were involved as much as possible in developing their support plans by sharing with staff their choices and preferences. Relatives told us they were kept informed of any changes to people’s support and they reviewed the plans.

People’s support plans were detailed and person centred, staff knew people well including their likes and triggers for changes in their behaviour. People’s activities were designed for them considering their interests.People’s support plans contained information about their preferred routine including when they wanted to go to bed or get up.

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 referred to healthcare professionals when their health needs changed. Staff made sure the multi-disciplinary team were involved, people’s support needs often spread over different departments such physiotherapy and mental health. Staff worked hard to co-ordinate people’s appointments, making sure each professional were aware of the person’s treatment and ongoing needs.Staff followed any guidance requested and provided information and feedback to professionals when needed such as the effect of medication changes.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People’s communication needs were recorded in their support plans. When people were asked for their opinions, this was completed with pictorial information. Information around the service was provided in pictorial format.

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 electronic support plan system enabled verbal responses to be uploaded. Staff asked people questions such as how they felt or if they had enjoyed an activity, people could answer, and this would be recorded in the daily notes.People had regular meetings with their keyworker, where they were given the opportunity to express their views.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People had access to all areas of the service, areas such as the kitchen were restricted at night. People had been assessed as not being safe to enter the kitchen without staff support.

Staff supported people to access healthcare including dentist and optician services. They made sure people’s preferences were supported so their experience of using healthcare services was positive.

When people were going to group activities they travelled together in their van. The management team had recognised there were times when people changed their minds once they reached their destination and they would not leave the van, blocking the exit for others. A new van was purchased with 2 exits allowing people to leave the van when this happened.

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 deputy manager explained how they advocated for people when they were receiving care especially when people were in hospital or having investigations. They were concerned people were not listened to by health professionals or their needs were not understood. They gave examples of how they had managed to obtain additional support and opinions.Staff were invested in making sure people received care which provided a positive outcome for people and had been successful in this aim.

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. Staff were aware of the need to plan for people’s future, however, people and their relatives did not always want to discuss this. Some people had funeral plans in place and this was recorded in people’s support plans.