Ings Grove 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 requires improvement. At this assessment the rating has changed to good. This meant people’s needs were met through good organisation and delivery.

This service scored 71 (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.

Only 1 of the people we spoke with felt they had not been involved in their care. Most people told us their plan of care was discussed with them, and they had input into it. Care plans were person centred but did not always clearly evidence the involvement of the person in their development or review. The registered manager told us they were looking at ways in which the involvement of the person could be recorded in the electronic care plan system.

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.

The provider was working hard to make sure that people benefitted from the continuity of care resulting from partnership working between themselves and the community healthcare team. The positive outcomes of partnership working were evident in the high percentage of people supported to return to their own homes after receiving rehabilitation at the service.

The provider did not always supply appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

People were not routinely offered copies of their care plans and were not always informed about how to access them. The registered manager was considering developing the information provided in leaflets given to people on admission to ensure they understood their right to be involved in care planning and how to obtain a copy of their care plan. A new welcome booklet was also being produced to improve the information people received about 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.

Systems were in place to gather, analyse and act in response to people’s feedback. For example, admission and welcome processes were reviewed and improved after a person fed back that they were not aware of communal facilities available in the service.

Complaints and compliments made to the service were analysed for themes and trends that could be learned from.

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

People did not experience any barriers or inequalities to services that would provide care, treatment and support. People benefited from the team of health care professionals being based in the service.

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.

For most people using the service, the intended outcome was to progress through their rehabilitation programme and return home safely. People had equal access to the services and interventions needed to support their recovery. Outcome data showed that the vast majority of people achieved their planned goals and were successfully discharged home with others moving on to services appropriate to their needs.

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.

The service offered short term accommodation for people, the majority of whom, required support to prepare for returning home after a stay in hospital. Where independent living was not going to be possible, people received the recovery support they needed to prepare for long term residential care.