Bentinck Crescent

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. At this assessment the rating has changed to good. The service was no longer in breach of regulation in relation to person-centred care. 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.

Staff clearly knew people and their needs well. Care plans were person-centred, detailed and clear to follow. People communicated to us that staff listened to their wishes. A healthcare professional said, “A success story was gathering together a room full of people, including mum and sister of a previous patient, to discuss a possible [changed treatment plan], and the professionalism shown by all in that meeting was high level. This was not so long ago.”

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.

Staff received person-centred care training, and their induction process ensured they had the right approach with each person. People accessed the community for health practitioners, such as, GPs, physiotherapists, and other professionals. Appointments and visits were evidenced in care records.

Healthcare professionals said, “The staff do listen to our advice, and we have a dialogue,” and, “Yes, following previous visits an action plan was implemented to address concerns. We have no current concerns.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

Care records were accurate and up to date, including information in a format that was appropriate to individual’s communication needs. Families told us communication was good between themselves and the registered manager. They particularly liked the newly implemented newsletter. There was clear and appropriate signage throughout the building to help people navigate around the service.

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.

A process was in place for dealing with formal complaints. The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Feedback from healthcare professionals demonstrated positive feedback regarding the quality of the service provided and the changes implemented. Staff told us the registered manager listened to them, and they would have no concerns in reporting anything.

A relative said, “Absolutely no concerns about the care [person] is currently receiving and I have never needed to complain.,” Another said, “We are invited to reviews for care planning for my [relative], I do get involved, yes, when I can. Even Grandad gets involved, he likes to know what's going on too.”

Relatives told us they knew how to raise concerns and felt assured appropriate action would be taken to address them.The service had received many examples of positive feedback in the form of emails.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

The provider made sure flexibility in shift patterns meant people could access the care, support and treatment they required, when they needed it. Staff understood the importance of people accessing the right health and social care services and care records evidenced this.

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 registered manager used the information to ensure that personalised care was provided to people who lived at the service. Staff rotas evidenced a skill mix on different shifts and with staff trained in areas required to meet the assessed needs of people. Processes had been put in place that ensured staff understood people’s needs and preferences and supported both people and staff.

Individual care plans recorded how the provider had considered people’s protected characteristics and made reasonable adjustments to support their equity in experience. Sensory lighting and personally chosen furniture was provided throughout the service. Bedrooms and bathroom areas had been decorated according to people’s preferences.

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.

People’s’ needs were considered when future planning, with preferences and staff approaches reflecting people’s choices. Staff supported people in meetings to communicate or express their wishes and, where this was not possible, appropriate processes were in place that evidenced in date best interests’ decisions taken.