50 Valentines Way

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 newly registered 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.

Care was person-centred, in line with people’s individual needs. Care plans were person centred, and staff understood how to support people. We observed them doing so, for example, offering people activities that they enjoyed.

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.
The provider worked with people and their relatives to provide consistent care. People’s needs were understood by staff. The provider worked with the local authority to meet people’s needs. People’s needs were met in relation to equality and diversity. For example, through the provision of culturally appropriate food and supporting people to visit places of worship.
 

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

People were supported to access information through the use of various formats, including care plans in written and pictorial formats and the use of pictures to help people make choices. We observed staff were able to communicate well with people and tailored their communication style depending on which person they were interacting with.

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 were listened to and involved in their care. Care plans were drawn up with the involvement of people and their relatives where appropriate, so they reflected people’s wishes. The provider carried out an annual survey of people so they could provide feedback on the care and support they received. Completed forms from the most recent survey contained positive feedback.

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

The provider supported people in areas such as personal care and medicines. This was done in line with people’s assessed needs. The service also worked alongside other agencies such the local authority and health care professionals to help ensure people’s needs were met.

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.

People were supported to have equity in experiences and outcomes. For example, in relation to healthcare. People were registered with GP’s and dentists and had access to relevant healthcare professionals. People were also supported to access community facilities and take part in activities of their choice. These included attending day services, going to restaurants and the cinema. A person told us, “I go to the café for a coffee” and “I like going to the pub with my family.”

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.

At the time of our inspection, the service was not providing support to anyone who required end of life care. However, this was covered in people’s care plans, and the provider had a policy about this to help guide staff practice.