Creative Support - Ulverston Autism Service

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 82 (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 was exceptional at making 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. This had led to significant improvements in people’s quality of life which had been sustained and built upon over time.

The providers policies and procedures ensured people were at the centre of the care. The registered manager and staff team demonstrated exceptional person-centred practice throughout the service. This included involving people and their families, or representatives, in all areas of their care. One relative said, “They are good at trying to understand how to improve things for [Name].”

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.

Care records were holistic and included input from families, other professionals, and advocates. Staff had received training specific to their role and specialised in relation to people's specific health needs. This helped ensure consistency and continuity of care.

Staffing was consistent, where agency staff were deployed, efforts were made to minimise disruption to people. Communication with families, other professionals and colleagues further added to a consistent and continuous quality of care.

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

Information was available in a variety of formats to support people to understand and be involved in making decisions. Easy read and pictorial guides or pictures of food or activities were used by staff to support people's choices. People had story boards, which included pictures to show them each stage of an event or task, this helped reinforce people's understanding. The staff team were very knowledgeable about how to support people’s communication by providing information in the ways they had learned were effective for people. Care records included a positive outcome section which clearly evidenced how well people had been supported to understand information and make decisions.

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 were listened to and enabled to feedback their views or ideas because the provider had strategies and systems in place to facilitate this. Feedback from other professionals and agencies involved in supporting people was included in care records. Staff were skilled at recognising people’s responses to situations and recorded these to build up detailed view of what people felt about; activities, choices, how staff interacted with them, what worked well and what did not work well for them.

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

People were supported to have equity in access to care and support because the provider ensured people’s needs were identified, monitored, and responded to. Staff developed support strategies with people to overcome barriers to access. This had included de-sensitisation to new environments and procedures.

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.

People were enabled to have equity in experience and outcomes because the provider ensured care plans were developed in line with best practice related to equality and discrimination. Staff worked hard to support people to overcome the barriers they may face in daily life. This had resulted in increased positive outcomes. Examples included purchasing a bespoke equipment that improved a person’s ability to access to everyday activities and events. By understanding people’s feelings and responses to events, staff supported them to expand their life experiences and gradually increased activities they valued.

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 future events and activities because the staff were responsive to people’s ideas and presentation. Positive outcome records in care notes identified what the next steps might be for a person after a particular event or activity.

The provider had policies and procedures in place to consider people’s end of life needs and preferences.