Potensial Limited - 60 Park Road South

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.

Care plans contained detailed, person-centred information about people's preferences, communication needs, life histories, and the outcomes that were important to them. Staff demonstrated a good understanding of people's individual needs and consistently used this knowledge to deliver personalised care and support.

People were supported to maintain their interests, relationships, and established routines. Feedback from family members was positive about the quality of support provided. One family member told us, “[Name] is very settled and well supported. This makes me happy.”

We observed staff adapting their approach to meet people's individual needs and preferences, ensuring support was responsive and tailored to the person. Family members told us staff knew people well and understood how they preferred to be cared for. Care plans were regularly reviewed and updated when people's needs or circumstances changed, helping to ensure care remained appropriate, responsive, and centred on the individual.

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 service worked effectively with healthcare professionals and other agencies to ensure people’s needs were understood and met. Staff supported people to attend appointments and provided continuity of support when hospital admissions were required.

Hospital passports were in place for each person and contained important information about their communication methods, health needs, and support requirements. This helped to ensure healthcare professionals had access to the information needed to provide safe and person-centred care.

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

People were provided with information in ways that met their individual communication needs and supported their understanding. Care plans clearly described how people preferred to communicate and the support they required to access and understand information.

Information was available in a range of accessible formats, including easy-read documents, photographs, pictures, and symbols. This helped people to understand important information about their care and support, express their views, make informed choices, and raise concerns where needed.

Staff understood people's communication needs and adapted the way they shared information to promote involvement in decision-making and ensure people were able to participate as fully as possible in matters affecting their daily lives.

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 actively encouraged feedback from people, their family members, and staff. The registered manager had a strong presence within the home and was regularly seen interacting with people in a warm, friendly, and supportive way. These positive relationships helped to create an open and trusting atmosphere.

Surveys were used to gather the views of people, family members, and staff. Feedback was reviewed, and actions were taken where improvements were identified, demonstrating a commitment to listening and learning from the experiences of others.

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

People were supported to access healthcare services in line with their individual needs and preferences. Staff made reasonable adjustments to reduce barriers to care, including adapting communication methods and providing tailored support to attend appointments.

Staff worked proactively with healthcare professionals and responded promptly to changes in people's health. Professional partners told us staff recognised concerns early, shared information effectively, and sought advice in a timely way, helping to ensure people received appropriate care and treatment.

Where people required support to make decisions or express their views, staff involved family members, advocates, and relevant professionals as appropriate. This helped ensure people had equitable access to healthcare and that decisions reflected their wishes and best interests.

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 considered people's communication, sensory, cultural, religious, and individual needs when planning and delivering care. Care and support were adapted to reflect these needs, helping to ensure people were not disadvantaged and received equitable care and support.

Staff knew people well and understood how their individual circumstances, backgrounds, and preferences could influence the way they experienced care. They tailored their approach, helping to ensure people received personalised support and experienced positive outcomes that reflected their needs and choices.

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.

People were supported to plan for their future and achieve outcomes that were important to them. Staff worked in partnership with people, and those important to them, to understand their aspirations, strengths, and preferences. Care records showed people were involved in setting goals and making decisions about their support, helping them maintain choice and control over their lives. Reviews were used to monitor progress and ensure support continued to reflect people's changing needs, promote independence, and maximise opportunities for meaningful participation in their communities.

At the time of our assessment, no one was receiving end-of-life care. However, the provider had appropriate policies and processes in place to ensure people would be supported with dignity, respect, and compassion should their needs change in the future.