1-2 Canterbury Close

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 supported by staff who knew them well and understood their needs and preferences. One staff member said, “Policies and procedures are in place to make sure that staff undertake their duties in a person-centred way which ensures the individual's needs are met without affectingtheir safety, dignityand respect.”

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 had access to healthcare professionals and staff ensured they followed specialist advice. External professionals were complimentary about how the staff and leaders worked with them to support people.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People had access to information about the service and their care and support. Information was available in different formats to ensure people could understand. People and relatives were involved in developing care support. Meetings were held where people’s care plans were discussed.

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 provider had a complaints procedure, and people and relatives told us they would speak with staff if they had any worries. The management team told us they would listen to concerns, take action to ensure they were addressed and make changes to improve practice.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People could access any part of the service and sometimes chose to go to the other house on-site. People had access to community activities and led active lives.

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 supported people to live the life they chose and there were no restrictions placed on them. Staff supported people to be involved in devising care plans which included information about their desired outcomes. Staff supported people to meet their goals and aspirations.

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. Where decisions about people’s future were discussed, people were involved and support plans were tailored to meet people’s individual needs and requests.