The 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 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 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 told us they were supported with how they wanted to be supported. One person said “they know why I ring at night, so I do not have to keep explaining. If I do not ring at night, then they will just come and check on me.” Communication regarding people’s individual needs was robust and shared between teams.

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 in the service knew the staff well and knew who was supporting them. This ensured there was a robust continuity of care. There was effective communication sharing between services and information of support was embedded within peoples care records.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People told us the information shared with them when they moved into the service was clear and transparent. They were supported to understand the information and given time to make an informed choice. Information provided was available in alternative formats to meet accessible information standards (AIS). We found all rooms had service user guides which gave people clear information. One person said, “when I decided to come here, I was given a contract and given time to read and ask any questions.”

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. We identified an error with the complaints policy, and the provider addressed it. People told us they felt able to raise concerns and that they had been listened to and action taken. One person said “there was a time that someone kept going into [relative’s] room. They were receptive and they got it sorted.”

The service had a complaints procedure in place and could evidence that people’s concerns were captured, investigated, and responded too. The service completed surveys with people who use their service, relatives and visiting professionals to gain their feedback on areas of improvement. They had a suggestion box in reception for anyone to give feedback.

The provider made sure that people could access the care, support, and treatment they needed when they needed it. The service had been adapted safely to enable easier access for people into and out of the building. Railings have been provided to encourage and support people’s movement around the service. Speaking to people they told us they have access to equipment that is needed to support them. This ranged from lifting mobility equipment to specialised reclining chairs.

There was a process in place for staff to follow in the event of requiring support out of office hour. We reviewed peoples care records and saw people received support when they needed it.

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 were trained in equality and diversity, and they could explain what this meant and how they put this into practice. People’s care plans recorded their protected characteristics and the support they required through staff and equipment to ensure they received equal opportunity as others within the service.

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 we spoke with all had advanced care plans in place which clearly recorded their requests and wishes. Speaking to relatives they were all aware of these discussions and people’s views.

Staff told us about the training they had undertaken around end of life and told us how they supported people and their relatives. They also informed us on other ways they support people with important life changes. One staff member said “some people want to lose some weight, and some want to be able to walk a bit further, we help them come up with meal choices which are healthier and encourage them to walk more and do some more exercises.”