The Martlets

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• 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 Requires Improvement. At this assessment the rating has changed to Good. This meant people’s needs were met through good organisation and delivery.

The provider was previously in breach of the legal regulation in relation to person centred care. Improvements were found at this assessment and the provider was no longer in breach of this regulation.

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 person-centred information that enabled staff to know what care and support people needed.
Previous areas requiring improvement identified at the last inspection had been met in respect to people not being involved in their care planning and staff not following person centred care plans. People told us that staff knew them well and they had been involved in developing their care plans in line with their needs and preferences. A relative told us, “We review [my relative’s] care plan fairly often. He needs a lot of specific care inputs.” A member of staff said, “We have all the care plan information on our devices, and it gets updated.”

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.

We could not get direct feedback from people in relation to care provision, integration and continuity. However, a member of staff told us, “Some of the residents go to church with their friends.” Staff also understood people’s needs, for health, wellbeing and their cultural needs, for example, people were supported with their faith, their choices of relationships and services they accessed, such as local charities and support groups.

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

Previous areas requiring improvement identified at the last inspection had been met in respect to people’s information being provided in an accessible way. People told us they were provided with the information they needed about their care and support and had access to systems that allowed them to communicate more effectively.

Staff and leaders confirmed people’s needs to have information in an accessible format was assessed and recorded. These needs were met and reviewed to support people’s care and treatment in line with the Accessible Information Standard. Staff confirmed they supported people to access and understand information relevant to them.
Policies such as safeguarding and complaints could be provided to people in formats which were accessible for them. If required, people were able to use alternative forms of communication in their care plans and risk assessments to ensure their understanding, for example, using pictorial information or large print.

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 said they would speak up if they had any concerns and were confident they would be listened to. A relative told us, “I’d never hesitate to raise any issues.”

Feedback from staff and leaders confirmed they actively listened and involved people. They described how they communicated with people in a way they understood, and which was meaningful to them. The provider explained the formal complaints procedure to obtain people’s feedback. Staff knew about the complaints procedure. Staff told us they would take complaints seriously.

Processes, such as resident and relatives’ meetings and surveys, were in place to ensure people’s voices were heard. People had given feedback around ideas for food choices and activities. There were also opportunities for people to make a complaint or feedback to staff at any time. Any concerns raised were treated professionally and as an opportunity to learn.

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

Feedback from staff and partners confirmed people had free choice and access to any external service provisions they required. Processes were in place to ensure people did not experience any barriers in accessing the care and support they required.

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.

We could not get direct feedback from people in relation to equity in experiences and outcomes. However, feedback we received from staff and documentation we saw showed that people, sometimes with support, were in control of their care.

Staff had completed training around Equality, Diversity and Human Rights (EDHR), which helped to recognise, promote and protect people's protected characteristics. Staff showed a good awareness of what discrimination meant and how to challenge any concerns. Processes were in place to help ensure people’s care, treatment and support promoted equality, removed barriers and protected their rights.

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.

Details around people’s wishes and decisions were recorded in their care plans. These included any outcomes and goals for the future and also plans at the end of their life. A relative told us, “They seek my opinion on any issues and if there’s a problem, it’s dealt with. Just recently I took [my relative] round to my house for a cup of tea. I never thought that would happen again.” Staff spoke with kindness and compassion for people about their decisions at the end of their life and how they were supported.