Longview

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 inspection we rated this key question good. At this inspection 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 service made sure people were at the centre of their care and treatment choices and worked in partnership with them to respond to any relevant changes in need. Care plans and risk assessments were regularly reviewed with people to ensure they remained reflective of their preferences and wishes. Where adjustments to care were required, the registered manager took prompt action, for example, ensuring people had access to appropriate equipment such as adjustable beds and Zimmer frames to support their needs.
The service demonstrated a strong commitment to person-centred care, with people’s choice underpinning all aspects of service delivery. People were actively involved in decisions about their daily lives, routines and activities through regular meetings and ongoing engagement. Feedback from people and their families informed care and activity planning, including tailored outings such as museum visits, café trips, zoo visits, and a planned fishing trip based on an individual’s past interests. Initiatives such as “Resident of the Day” ensured people’s preferences, views, and feedback were consistently sought and acted upon. A relative told us, “There are lots of activities and things going on. My loved one has developed a few friendships and has a good rapport with the staff.” Another relative told us, “There is lots of entertainment and my loved one enjoys the trips. If they are feeling sad the staff are very good at comforting them and explaining where they are.”
 

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. Healthcare professionals told us the service worked cohesively with them to meet people’s needs. The registered manager worked with commissioners and other stakeholders to ensure people received continuity of care whilst living at the service.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People’s communication needs were assessed and understood by staff, so that communication could be shared effectively with them. Care plans were tailored to meet people’s individual communication needs and staff were provided with the tools they needed to communicate effectively.

The service 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 kept them informed about any changes made as a result. Feedback was also gathered through surveys and regular reviews of people’s care needs and preferences. People told us they were confident that if they raised concerns or complaints, they would be listened to.
The registered manager had systems in place to investigate and respond to complaints. Accessible methods were available to support people to raise concerns, including a poster displayed in each person’s bedroom featuring the registered manager’s photograph. People were able to write their concerns on a note, which staff would then pass to the registered manager. This supported people to express concerns in a way that suited their needs and promoted an open and responsive complaints process.
The registered manager also carried out a weekly surgery, providing relatives and other stakeholders with a regular opportunity to raise concerns, share feedback and discuss any issues. This approach promoted open communication, supported timely resolution of concerns, and demonstrated a commitment to engagement and responsiveness.
The service further demonstrated a commitment to involving people and their families in understanding care needs and experiences. For example, following a dementia awareness session for families, feedback indicated the session was well received and provided meaningful insight into the lived experience of dementia. A person shared their life experiences during the session, which contributed to a deeper understanding for others. The session was described as emotional and therapeutic, supporting improved awareness and engagement among families. Evidence from this session, including shared materials, was used to strengthen the service’s inclusive and person-centred approach.
 

The service made sure that people could access the care, support and treatment they needed when they needed it. People were supported by staff to access all their health appointments and follow up appointments when needed. Care plans were person centred and provided guidance on how to support people to have equal access to services by supporting their mobility, communication and health needs.

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. The registered manager and staff supported people to have equity in access to care to promote positive outcomes for them.

eople 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 had ‘do not attempt cardiopulmonary resuscitation (DNACPR) order in place and their care plans informed staff or other professionals where it was kept in the event of a medical emergency.
We saw care plans were detailed and individualised to how people wished to be supported when they were dying. Where people had made decisions on resuscitation and funeral plans, this was clearly recorded. Relatives’ views had been taken into account, and their wishes were also recorded