Clervaux Trust

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 79 (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 was exceptional at making 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.

Staff consistently ensured people were at the centre of every care and treatment decision. They worked in genuine partnership with people and those important to them, continually adapting support as needs, wishes or goals changed. People were supported to engage in activities that previously might have been deemed too risky, voluntary work and activities which might lead to paid employment in the future. There was a vast range of opportunities available to people.

Staff knew people well, including their life histories, relationships with family and friends, and what mattered most to them. This depth of knowledge meant people received highly personalised care which reflected their individual needs.

There was an atmosphere of warmth, pride and commitment across the team. Care plans were of an excellent standard and provided rich, detailed guidance that supported the high-quality care we observed.

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 had access to community health practitioners such as GPs, dentists, community nurses and other professionals when needed. Care records evidenced appointments and visits regularly taking place.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Care plans described people’s preferred communication methods. A relative told us, “There have been a number of issues due to [person’s] difficulty with understanding others and them struggling with change and staff generally understand this.”

The provider could make information available in various formats, depending on people’s individual needs, although this wasn’t specifically needed at the moment.

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. Relatives told us they and their loved ones were involved in care planning and making decisions.

There were a range of methods in which people and relatives could share their feedback and ideas for improvement. People and relatives told us staff and the management team were approachable and they would feel comfortable raising a concern or complaint. A relative said, “I can express any concerns directly to senior staff via telephone, messaging or email. I know that my concerns will be listened to and acted upon.” Complaints and informal concerns were appropriately investigated and responded to.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People were supported by staff who understood their needs well. Staff escalated health and wellbeing matters and sought advice regularly. People received the additional health support they needed from a range of external health and social care professionals.

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 plans included information around people’s identity, things important to them, their wishes and relationships they wanted to maintain. Staff completed training about equality and diversity and there was a diverse workforce. There were appropriate policies and procedures in place.

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. The service provided people with the opportunity to plan for the future. Records confirmed reviews were undertaken regularly for people’s personal outcomes and goals. Staff understood the importance of future planning and knew where to get this information.