Elliot Avenue

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.

We observed people being supported in line with their needs and preferences. Care plans were detailed and reviewed regularly. Conversations with staff evidenced their clear understanding of people's wishes. One relative told us, “They understand [name]’s needs. They recently got [name] a communication passport. They [staff] were all involved and seemed very interested.” Another relative told us how staff had worked with their family member to support them through periods of distress, stating, “[name]’s personal behaviour plan is ongoing, it’s about finding out what works for her.”

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. A consistent staff team worked with people to help ensure continuity of care and support. Staff knew people well and contacted and worked with external health and social care professionals to help promote and maintain people’s well-being. Staff helped support people to be a part of their community and take part in activities that interested them.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Staff understood how to support people with their individualised communication skills such as words used, vocalisations, body language and facial expressions. To help people make decisions and choices, visual prompts were used[KN1][CP2], when required. People also had individualised communication passports in place to help guide staff and external health and social care professionals on how best to communicate with a person. We also saw examples of information being presented in different formats such as large print or easy read pictures in line with the 'Accessible Information Standard.' This also helped aid people with their understanding.

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 and their relatives had opportunities to feedback regarding the care provided. We saw an example of where a complaint had been made by a relative and the management team were able to explain steps taken to try and resolve these concerns. During the assessment 1 family member told us they would like to see improved communication between themselves and staff. This was actioned immediately by the management team.

The provider made sure that people could access the care, support and treatment they needed when they needed it. The management team and staff team understood the needs of people with a learning disability and autistic people and tried to ensure there were no barriers to people receiving the specialist support required. Staff contacted and involved external health professionals when needed. They followed professionals’ advice and guidance to try to help make sure that people were being looked after safely. There were communication and hospital passports in place to guide staff and external health and social care professionals on how to support people to access care and treatment in a way that worked for the person.

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 had a policy in place to ensure people were treated fairly and equally, and staff completed training to improve their understanding of equality and diversity. Staff supported people to gain new skills to increase their independence and choice. The provider helped people who could not use words to communicate to express themselves and make choices in other ways. People living at the service had a wide range of different needs. The provider was flexible with their approach and support to ensure people had an equity of experience. The staff worked with other professionals to make sure they understood and met people’s individual needs.

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. During this assessment no person was receiving palliative care. People’s relatives and representatives were able to make advance decisions regarding what they would like to happen at the end of the person's life, including preferences should emergency care and treatment be required.