Chiltern Support and Housing

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 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.

People received responsive, personalised care and support that met their needs and reflected their preferences.

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 staff and the provider worked closely with people and their families to support continuity of care.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Care records included information on how to communicate with people, for example, using pictures, pointing, sounds, facial expressions and gestures. Care records included guidance for staff to communicate using calm, patient and respectful approaches, listening to any cues and providing reassurance as needed.

The provider did not always make it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff did not always involve people in decisions about their care or tell them what had changed as a result. Relatives told us communication could be improved in relation to updates concerning incidents and the progress or outcomes of investigations. We were also told, “It may be helpful in future to hold separate meetings for safeguarding concerns, to allow adequate time and clarity for discussion.”

The provider had a service user handbook which outlined their complaints procedure and how people and relatives could complain.

The provider made sure that people could access the care, support and treatment they needed when they needed it. A member of staff told us every person is an individual and, “when clients come to you and say they need help, you need to understand the circumstances and take time to understand them.”

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 completed training in autism and learning disabilities to help them understand the inequalities people might face.

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. At the time of inspection no one was receiving end of life care. We identified from care records end of life planning was due to be reviewed.