Railway Bridge View

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.

This is the first assessment for this 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. There were positive examples of staff providing support tailored to individual needs. For instance, one person had specific preferences about where certain items were kept in their home; this was clearly outlined in their care plan to ensure staff consistently respected their wishes. Another person had specific needs related to skin integrity and relied on staff to monitor and manage any changes, as they were unable to do this independently.

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 received their care calls on time, and relatives told us the service was flexible, often adjusting call times at short notice to accommodate medical appointments or other personal commitments.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. A range of policies and procedures were available in various formats to support people's understanding and accessibility.

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 involved people in decisions about their care and kept them informed of any changes. A complaints procedure was in place, and people received detailed feedback when they raised concerns. While people and their relatives said they had not needed to make a complaint to the registered manager, they confirmed they understood the complaints process.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People had access to GPs, district nursing teams, dentists, and occupational therapists as needed. Relatives told us that staff were proactive and would not hesitate to contact other healthcare professionals when necessary. A medical professional also told us “Both management and care staff are proactive in highlighting concerns or changes that need implementing to ensure the individual is cared for safely and free from harm."

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 advocated on behalf of people by contacting District Nurses and occupational therapists to ensure they received the same standard of care and support as anyone else. A medical professional told us “The management staff also are excellent at communicating with us nurses when needed. I find them approachable and reliable we work very well alongside each other to ensure the patients safety and comfort."

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. Where appropriate, Do Not Attempt Resuscitation (DNAR) forms were in place and had been discussed with people and their families. People were supported to remain in their own homes, with a range of care options and pathways available should their health deteriorate.