4 Hermitage Lane

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 received person centred care. For example, people had individualised weekly menus based on their dietary requirements and preferences. People were supported to maintain their likes and interests. Staff received training in person centred care and supported people in this way.

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 regularly access the community. Staff also supported people to visit family members who lived outside of Swindon. Relatives told us how staff met them halfway to facilitate these visits. People were supported by a stable staff team to support continuity. One relative commented, “[Person] seems really settled, and has continuity there.” People told us they liked the staff supporting them.

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

People had detailed information in their care plans about their communication needs and preferences. This included, for example, a list of words which 1 person said and what these meant. This helped staff support people effectively. We observed staff understood people’s communication needs and communicating with them with their preferred terminologies.

Staff used a range of communication methods to ensure people could understand information provided, such as easy reads, visual prompts and Makaton.

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.

Leaders told us they sought feedback from all people involved in their care in the form of questionnaires. Leaders analysed feedback to check for themes and trends to enable learning. People told us they felt able to speak to staff if they were worried about anything but were happy with the care they received. Relatives also commented they were asked for feedback about their family member’s care.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People were supported to access a range of healthcare services. For example, GP, dental and podiatry appointments. People were supported to access advocacy services where required. The environment was accessible for people.

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 training in equality and diversity. People’s care plans showed good consideration of people’s protected characteristics. For example, people’s religion and cultural needs were recorded. The service followed clear best practice guidelines relating to equality, diversity and inclusion, such as involving people in their care and making reasonable adjustments where required.

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 had advanced planning support plans in place, which detailed people’s wishes at the end of their life. People also had goals recorded within their care plans. Staff told us, “All of the people have life skills they complete and have tasks they are working towards.”