Belong Chester

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. This is the first assessment for this newly registered service. This key question has been rated 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.

Care was provided in an individualised and person-centred way. Staff described a flexible approach where people's needs and wishes were at the centre of their care. People told us staff respected their preferences, one person commented, “I choose to shower myself, but I get help getting dressed.” Staff told us, “It’s absolutely person centred, each person has a life plan, they or their family fill it out. It covers what they like to talk about.” ‘This is me’ information was incorporated into people’s care plans and people and their relatives were asked to develop this information, to help staff understand their life history and experiences. Care plans included information about people’s goals and preferred outcomes.

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’s strategy was around a ‘people first ‘approach, and they had designed the service as a community village following research into dementia care. People lived in households of up to12 people, which were designed as small households to feel like home and with a focus on an enabling environment. They aimed to provide flexible care which could adapt and support people as their needs changed. Staff liaised with social care professionals to review and respond to changes in people’s needs. For example, one-to-one care had been arranged for some people when assessed as necessary.

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

The provider had an accessible information policy and information could be provided in alternative formats. Managers encouraged staff to use pictorial and written menus at mealtimes, to support conversations and help understand people’s preferences. The provider had a ‘Gateway portal’ which enabled relatives, with consent, to view communications and various care records. The provider kept an up-to-date website, sharing news and information about events and activities. They had also developed information guides to support people, including easily accessible versions, for example, ‘10 top tips for supporting people with dementia’ and ‘If you see something, say something’ guidance. Staff produced a bi-monthly ‘What’s on’ guide and newsletter.

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.

People knew who to speak with if they had any concerns. One person said, “I would go to the person in charge, but could talk to anyone.” A relative told us if they ever had any concerns, “The staff have always listened and looked for solutions with us as a family.” The provider had a complaints policy, and where complaints had been raised these had been dealt with through these procedures. The provider was committed to listening to feedback and involving people to support ongoing development. Managers had recently introduced a resident/relative committee to enable people to provide feedback and help shape the service. Visitors were able to share feedback easily as there was provision for this when signing in/out of the building via an electronic device. This feedback was reviewed for themes which required further action. The provider had received numerous compliments about the care and support provided.

The provider made sure people could access the care, support and treatment they needed when they needed it. Health and social care professionals visited the service when people were unable to attend appointments. Staff understood how to access emergency, routine and specialist support when it was required.

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. Staff had received training in equality and diversity. People’s care plans included information about their individual characteristics, culture, religion, sexuality, lifestyle and beliefs. Staff for example told us they had developed flash cards to help support communication with a person whose first language was not English.

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.

Staff supported people to discuss their end-of-life care wishes and care plans were in place. Where people had DNACPRs in place these were recorded within people’s records. Staff were working to become accredited to provide an evidence-based end of life care programme. Each household had a guest suite, which was beneficial when relatives and friends were supporting people receiving end of life care.