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 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 received responsive, personalised care and support that met their needs and reflected their preferences. Our observations identified people were supported by staff who knew them well. The provider had person-centred care plans in place.

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 supported people to access activities and the community. The provider supported people to be actively involved in the day to day running of their home. The provider supported people to go on holiday. A person told us, “For activities we go out to town, there is a trampoline and go to the pool. It depends on the day.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People had communication passports and information was recorded within care records to support staff on how to communicate with people, for example, using pictures and British Sign Language.

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 service user handbook which outlined their complaints procedure and how people and relatives could complain. We received mostly positive feedback from relatives. Some relatives told us they were happy with the communication. However, one relative told us they raised concerns all the time regarding their loved one and whilst the service responded as well as they could, it would take a few conversations. The relative also told us they were not necessarily updated of any incidents in relation to their loved one. We were also told there was no cohesion of staff when organising care for the day. A person told us of their concerns regarding their care and support. We acknowledge the response from the provider regarding the concerns, and they are working with professionals to support the person.

The provider made sure that people could access the care, support and treatment they needed when they needed it. The provider supported people to go on holiday and enjoy days out. Staff told us they supported people by understanding what people can achieve independently, actioning support plans in advance if a person wished to go somewhere and supporting people with mobility issues. For example, providing a stool to support with personal care and installing a ramp to support with wheelchair access.

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.

At the time of inspection no one was receiving end of life care. The registered managers told us the majority of the people they supported did not wish to discuss their end of life wishes. However, they would discuss this with people when they were comfortable with it and record this if a conversation was attempted.