Aspire Hub 1

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.

We have not awarded this service a score for Responsive.

Find out about when we will not publish a key question score and what we look at when we assess Responsive.

We did not look at Person-centred Care during this assessment. There is no previous rating for the Responsive key question so we cannot yet publish a score for this area.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. There is no previous rating for the Responsive key question so we cannot yet publish a score for this area.

We did not look at Listening to and involving people during this assessment. There is no previous rating for the Responsive key question so we cannot yet publish a score for this area.

We did not look at Equity in access during this assessment. There is no previous rating for the Responsive key question so we cannot yet publish a score for this area.

The provider did not always have a proactive and positive culture of safety based on openness and honesty. Lessons were not always learnt to continually identify and embed good practice. Incidents and accidents were recorded; however, actions were not always followed up. For example, there were incidents where the provider had recorded “incident to be discussed in staff meetings and staff supervisions”. We reviewed meeting minutes and supervision records, and this had not always been done. One staff member had made 5 medication errors within 12 months, and their supervision record advised further training was required however, this training did not occur therefore lessons were not learnt.

Oversight to identify trends and themes was not robust. In some instances, records did not include the staff member’s name who was involved in the incident and the date the incidents happened to identify common themes.

Some staff told us they were not informed of actions taken when they had reported incidents. Comments included, “We report concerns to management about neglect of people, and they don’t do anything. They hardly ever feedback about incidents or trends” and “We don’t hear back about incidents we report. We fill out a form and give it to management and they take over. I don’t know what happens after that.” One relative stated, “I report things they don’t address them.”

We did not look at Planning for the future during this assessment. There is no previous rating for the Responsive key question so we cannot yet publish a score for this area.