Consensus Support Services Limited - Moor Lane

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 were person centred. People had contributed to their care plans where possible. People’s care plans were regularly reviewed, with involvement from family members. People’s care plans reflected their likes and dislikes. For example, around food choices and clothing.

People’s care plans described their hobbies and interests. People were supported in regular activities of their choice. Positive staffing levels supported flexibility in daily activities. A staff member said, “The staff team is one of the best. Everyone joins in, is helpful, polite, and professional. It is really person centred.”

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 with other professionals to ensure care was meeting people’s needs. People were supported by a consistent staff team who knew them well. This meant staff could support people when they accessed different services and could effectively liaise with professionals. A health professional said, “When residents attend for appointments, they are always accompanied by a care worker who knows them well and feeds back the content of the appointment to the staff back at Moor Lane.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Care plans described how people communicated and staff we spoke with demonstrated they knew this well. For example, 1 care plan said, ‘Likes a visual prompt to choose clothes.’ Information was provided in accessible formats such as the complaints procedure, service user guide and meetings minutes. This included easy read and visual formats. The service used different communication aids, such as social stories to support people in understanding their emotions and feelings. Staff described how this had been effective in supporting people.

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 and their relatives had access to the complaint procedure, which was also displayed in an accessible format. The service had not received any formal complaints in the previous 6 months. Family members told us they felt comfortable raising any concerns with staff and leaders. A friend said, “Any concerns we would speak up.” Staff knew people well and were alert to any dissatisfaction and took steps to address this. A health professional described where 1 person found the noise in the service difficult at times, “They [staff] try to manage this proactively and support [Name of person] to make choices during the day about where they want to be, and they have purchased noise cancelling headphones.”

The service had received a variety of compliments from professionals, family and people. One person had thanked the home for, “Making one of their dreams come true," after a recent holiday experience had been facilitated. A regular meeting involved people living at the service to contribute their ideas and feedback. These were made into a social occasion and people shared what they were doing and agreed plans together.

Surveys had been conducted to gain feedback from relatives, which had positive comments included about the service. A relative said, “We get questionnaires.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. Care plans detailed how to support people to remove barriers and delays in care. This included information about people’s sensory and communication needs to enable reasonable adjustments to be made. People were supported by staff who knew them well and could effectively support them to access care.

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. Staff received training in areas such equality, diversity and inclusion, LGBTQ awareness and bullying and harassment and were aware of people’s protected characteristics. Leaders ensured people had equity of opportunities and engaged in positive experiences. People were supported to share their views.

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’s future wishes were considered in people’s care plans where they wanted. People’s care plans described what was important to people to ensure they would be comfortable and to minimise distress. For example, particular music or cuddly toys should a hospital admission be required or someone’s health deteriorated. The service worked with other professionals to support people to reduce interventions and promote greater independence. One person had moved to their own area of the service. The provider had enabled systems of monitoring with the person’s consent to enable them to have less direct supervision from staff, whilst remaining safe.