Quadrant Court

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• 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.

Staff ensured the person’s care plans reflected their mental, emotional, and social needs, including considerations related to protected characteristics. Staff involved the person, and other relevant professionals in planning and reviewing care, making shared decisions to ensure support was tailored to them. The person said, “I was involved in my support plan, and how the support is carried out, this was a good moment.”

Staff explained the person’s care and treatment options clearly, including any associated risks and benefits, giving them time and guidance to make informed choices. Staff made reasonable adjustments where needed, for example supporting the person with daily routines, activities, and community participation in ways that suited their abilities and preferences.

One professional said, “Staff make sure everything is centred on the person, involving them in decisions and adapting care to meet their needs, which really helps them feel in control of their daily life.”

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.

Staff coordinated care effectively across services, ensuring continuity during changes in needs or support arrangements. Care plans and risk assessments were updated promptly and shared appropriately, allowing all involved to respond consistently and flexibly while respecting the person’s preferences and protected characteristics.

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

Staff provided the person, representatives where appropriate, and other relevant professionals with information that was accurate, up-to-date, and easy to understand. They tailored information to the person’s communication needs, using different formats such as easy-read documents, guides, and discussions to ensure they could make informed decisions.

Staff ensured the person understood their rights and choices and knew how to access their care records. They made reasonable adjustments, including providing information in plain language and digital formats, to meet individual needs and preferences. Staff also kept information secure and shared it appropriately with professionals, and where appropriate, representatives involved in the person’s care.

For example, staff provided guides and easy-read documents so the person could understand their care plan, make decisions about activities and treatment, and give feedback on their support. Staff also sent requested documents promptly and ensured those involved in the person’s care received relevant information when appropriate.

One professional said, “Staff make sure the person has the information they need, in a way they can understand, and involve them in decisions about their care every step of the way.”

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.

Staff actively listened to the person and involved them in decisions about their care and support. They provided clear guidance on how to give feedback, raise concerns, or make a complaint, ensuring the person could do this in ways they understood and felt comfortable with.

Staff responded to any feedback or concerns in a timely and transparent manner. They explained any actions taken and involved the person in shaping solutions when improvements were needed. For example, the person using the service confirmed they could speak openly about their care and felt confident that any issues would be taken seriously and addressed appropriately. The person said, “Not needed to make a complaint to so far, but I am sure it would be handled properly.”

Staff also involved family and carers where appropriate, keeping them informed about changes to care and the outcomes of feedback. They used lessons learned from concerns to improve daily practice and enhance the person’s experience.

One professional said, “The person knows they can raise concerns or give feedback, and staff always listen carefully and respond quickly, which makes them feel safe and supported.”

The provider made sure that people could access the care, support and treatment they needed when they needed it.

Staff made sure a person using the service could access care, treatment, and support in ways that worked for them and removed any barriers that might prevent timely support. They adapted their approach to meet individual needs, including supporting a person to attend appointments, access the community, and engage in activities at a pace they were comfortable with.

Staff recognised potential inequalities and acted to ensure the person received fair and equal access to services.

The provider considered accessibility when planning services and made reasonable adjustments to meet the person’s needs, ensuring they could participate fully in their care and daily life. Feedback from the person and professionals was used to improve access and remove barriers wherever possible.

One professional said, “Staff support them [person] step by step to access appointments and activities, making sure they can get the care they need without unnecessary obstacles.”

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 ensured the person’s care, treatment, and support promoted equality, removed barriers, and protected their rights. They listened to the person’s views and acted on feedback to improve care, helping them feel empowered and in control of their support.

Staff recognised the person’s protected characteristics and adapted care to meet their individual needs. For example, they provided support with hair care, and encouraged participation in community events, helping the person feel included and valued. Staff also acknowledged the challenges of seasonal events and provided activities and community engagement opportunities to reduce social isolation.

Leaders and staff actively addressed potential inequalities and used feedback to make changes that improved the person’s experience and outcomes.

One professional said, “Staff are very aware of the person’s needs and rights, and they make sure every aspect of care is fair, respectful, and tailored to them.”

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 the person to make informed choices about their care and plans for the future whilst they had the capacity to do so. They discussed the person’s preferences and goals, including any advance decisions about their care, and recorded these clearly in personalised care plans shared with relevant professionals to maintain continuity of support.

Staff encouraged the person to express their wishes about daily routines, care interventions, and long-term goals, adapting support to help them achieve greater independence and maintain control over their daily life. Where decisions needed to be made in line with the Mental Capacity Act, staff ensured the person, or those lawfully acting on their behalf, were fully involved.