Pendleton Care Limited

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 had their own individual care plans which they contributed to, and staff had access to these. A member of staff told us “People’s care plans and risk assessments are available in their rooms, we have access to them. They contain lots of information and helped me get to know people. Each person has a keyworker.”

Records did not always demonstrate the level of care and support people were in receipt of. For example, care plans did not always contain detailed information in a person centred approach. We discussed this with the provider who had also identified that improvements were needed in relation to the written care plan records. They were in the process of taking action to make improvements, for example, a full review of written care plans and working with staff in relation to documenting information in a person-centred way.

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. People were supported to maintain close links with their family and spend time within the local community.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People were provided with information about the service and essential contact details they may need. Policies and procedures, for example safeguarding and complaints procedures were available in easy read pictorial formats. In addition, hospital and communication passports were in place to help other services understand individual’s needs and wishes.

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’s care and support was regularly reviewed. In addition, people met with their key worker on a regular basis to discuss their care and support.

People and their family members had access to policies and procedures around raising concerns or complaints. A family member gave an example of when a complaint had been made, they told us it was dealt with appropriately.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People had a weekly planning meeting to discuss with staff any appointments, outings and activities they had planned for the week. This enabled staff rotas to be managed to enable appropriate support to be available for people to carry out their planned activities.

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 provider had clear procedures in place to protect people’s rights under the Equalities Act 2010 which were detailed in the Statement of Purpose. Staff had received training in Equality and Diversity.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, or a decline in health. Care planning documents gave the opportunity to record people’s decisions on planning for the future. For example, a person’s information stated they had recorded their funeral arrangements and that staff are to carry out the instructions as recorded as they had made their wishes known.