Archived: Creative Support – Carlisle Services

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 71 (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 regularly reviewed with input from people, their relatives or advocates and health and social care professionals. Care plans were person-centred and staff were observed following people’s care plans and wishes. A relative said, “[Person] has a proper holiday of his choice every year, facilitated and supported by the Edenvale staff. They love this and look forward to it and talks about it most of the rest of the year. They also told us, “[Relative] and their fellow peers regularly go out for bar meals.

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. Staff received person-centred care training and their induction process ensured they were given clear guidance on how to support people and recognise changes to their needs. People had access to community health practitioners, such as, GPs, dentists, opticians and other professionals when needed. Appointments and visits were documented in care records.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Care records were accurate, up to date and included information that was appropriate to individual communication needs. Easy read documents, such as magazines, were available in communal areas.

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.

Other than some communication issues with management, families, healthcare professionals and staff told us communication was good.

People and relatives knew how to raise concerns. Relatives told us that while they had not previously received questionnaires, since the start of the inspection they had been contacted to offer feedback.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Staff understood the importance of ensuring people had access to the right health and social care services and helped them to do this through planned and documented care. Families told us staff regularly accompanied people to appointments when needed. The provider had an out of hours process in place and contact details were documented in care plans.

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. The provider ensured staff understood people’s needs, preferences and anxieties. The right processes were in place to enable staff to support people appropriately in reaching positive outcomes.

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. Although no one was on end-of-life care at the time of our inspection, wishes for this important time of their life had been expressed and documented in care plans. Staff supported people in meetings to communicate or express their wishes. Where this was not possible appropriate processes were in place to ensure timely decisions were taken.