Pennine View

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 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 management team made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, and health professionals how to respond to any relevant changes in people’s needs. We observed kind, patient and dignified interactions between staff and people. Not all people’s care plans reflected their physical, mental, emotional and social needs, including those related to protected characteristics under the Equality Act. The provider had additional staff on site leading a review of people’s care plans to ensure all care plans fully recorded their needs and preferences.

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. People received care from staff who actively sought to work closely with other services. The registered manager sought guidance from specialist health professionals and their recommendations were included in care plans and support was adjusted to enable the care to be delivered.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. We observed staff share information in a personalised way, giving people time to process what was said and they then waited for a response. When people may not have understood what was being said, staff presented the information in a different way, always facing the person and always with a smile. When people did not understand or were reluctant to receive information, staff knew how to support them, so they understood what was being said to them or what was happening and were happy.

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, their family, friends felt confident that if they complained, they would be taken seriously and treated compassionately.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People could access care, treatment and support in a way that worked for them which promoted equality, removed barriers or delays and protects their rights.

Staff and management actively listened to information about people who are were likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. Care records demonstrated people were able to access services when these were needed to meet their individual and unique needs. The provider shared their experiences with other services nationwide, to drive improvement, promote positive experiences and breakdown barriers to care.

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. Where people had shared their end of life wishes, these were documented and known by staff.