New Treetops

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 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.

People’s individual needs were considered, and care was provided in relation to individual needs. People and their relatives were included in assessments and decisions around the care people received during their stay at the service. Regular reviews took place at timed events prior to people accessing the short break services. This would ensure care was person-centred and reflected people’s current need and choice.

Staff confirmed information about people was in their care records and their needs were discussed prior to a stay taking place. One told us, “Care plans are always evolving as the young peoples’ needs do. We make sure we always amend as we go and include families and people themselves all the time.”

People and relatives were happy with the care received and they had been involved in decisions about their care. They said, “The communication is second to none” and “From our first visit we felt listened to. We were encouraged to call at any time to check on our son and not feel silly for doing so.”

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.

Professionals were positive about the service, the care they provided and how they linked in with staff. They told us, “There has only ever been positive feedback from families about New Treetops” and “The management will also visit a children’s respite service or see a young person in their education environment to get a handover to help respite at New Treetops succeed.”

Relatives said care provision was supported to be in line with peoples’ ongoing needs. They said, “Yes, they ring me if anything changes or any health worries.” Records confirmed staff engaged and involved people and their relatives in ensuring appropriate care was provided seamlessly.

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

Records were completed in an electronic format and staff had access to information about people as they needed, records were updated prior to each stay. Relatives were included in conversations with staff. Information about the service was available to people and staff.

Good support was provided to people to ensure they communicated effectively with people, in line with their needs. We observed the staff understood how people communicated their wants and choices. They picked up on touch and non-verbal cues well.

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.

Ways to share feedback about the service was in place for both families, professionals and the staff team. Staff spoke with people’s loved ones, often in detail about a person’s stay at New Treetops when they were picked up. We saw staff and a relative having a long discussion and sharing what the person had been doing and how they were. One relative told us they always had a notebook where staff wrote what had been happening. We had only positive feedback from people, relatives and health professionals. However, formal surveys had not been completed for some time. The provider was aware and progressing with this to ensure any comments could be shared and actioned.

A range of pictorial information was on display. Systems were in place to manage compliments and complaints. The management and staff team knew how to handle complaints and policy and guidance was in place. No formal complaints had been received, and a range of compliments were recorded. Information about accessing advocates to support people with decisions was available. Relatives told us they had no concerns but knew how to raise a concern if they had one. Comments included, “I rang about wheelchair use and staff were very happy to follow the photographs I sent about a particular wheelchair.” Another relative said, “We have no reason ever to raise a complaint or concern, but we would feel comfortable to speak to the staff. Not had the slightest thing ever though”.

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

Relatives told us the service sought the input of professionals, as needed. Relatives were extremely complimentary about the staff team and the impact they had on their experience using New Treetops. Staff were very complimentary about the acting manager and said she was accessible and supportive.

Information about the involvement of professionals was noted, including how people were supported to improve the lives of people accessing the service and, including information about how to ensure individualised transitions took place for people to access the short break service. Professionals told us New Treetops staff were engaged and involved.

A range of information and guidance was available to support people and the staff team was displayed in the communal area.

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.

Care records included information about how to support people and how their needs should be met. Robust transition planning was taking place with people and relatives prior to their first stay. The service linked in with people and family prior to every stay taking place.

Staff told us people were treated fairly and that care was tailored to their needs and wishes.

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.

Staff said people and families were supported in conversations about their choices for the future. People had end of life wishes within their records. The manager told us no one accessing the service was currently in receipt of end-of-life care but all staff were trained and had put this to use successfully in the past. Policy and guidance was available to guide staff in supporting people in making important decisions.