Millmoor Cottage

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 service registered since August 2022. This key question has been rated good. This meant people’s needs were met through good organisation and delivery.

This service scored 89 (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.It was clear people were at the heart of the service. Information shared by the provider showed people’s preferences were well documented and staff knew them well and how to meet their needs. Staff went above and beyond their role to ensure people were supported in a person-centred way. For example, the provider was able to tell us the way in which they delivered care and support which had a significant positive impact on a person using the service. The provider used various strategies and techniques to create and foster a nurturing and stable environment for people in their care. The local authority and other health care professionals gave the service consistently positive feedback.

The provider had an exceptional understanding of the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. For example, the provider went to extra lengths to ensure outcomes for people were tailored to their needs, met their aspirations and gave them greater choice and independence. Working collaboratively with a multi-disciplinary team of experts. People accomplished goals in education, community participation, leisure and health. People’s lives were changed as a result of this support.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The provider understood the needs of people. Communication needs were assessed and tailored prior to a person moving into the service. Information was provided to people in a format they understood. Adjustments were made where needs were identified. For example, easy read versions of the care and support plans were easily available. This meant information was accessible and, in a format, tailored for individuals.

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 told us they had the opportunity to speak to staff when they wanted to. Evidence of meetings were shared with us and staff would meet with people on a regular basis. These meetings were documented, and actions were taken forward. As a result, people felt involved in decisions and listened to.

The provider was exceptional at ensuring people could access the care, support and treatment they needed when they needed it.For example, people had access to a wide range of health care professionals, education, employment and community activities. Staff promoted the idea that people could access support regardless of disability. Staff went above and beyond to find the right support and tailored it to people’s preferences. The provider shared examples of how people had gained achievements in education and employment. People explored leisure activities. Staff promoted healthy lifestyles. Overall outcomes for people were life enhancing and tailored to their needs and abilities.

Staff and leaders were innovative in how they listened to information about people who are most likely to experience inequality in experience or outcomes. Staff and leaders actively used this information to provide exceptionally tailored care, support and treatment in response to this. Outcomes were linked to care plans and people’s wishes. The provider ensured people reached their goals. For example, people gained life skills when working as a volunteer in their local community. This provided them with opportunities to build up their skills for their future. It also provided a safe place with some therapeutic benefits as the person enjoyed working with animals. The provider went the extra mile when supporting people to achieve their aspirations for example, supporting a person to gain an academic qualification which was a big personal achievement for them. People were able to explore all opportunities presented to them as the provider listened to people and worked with them to achieve their goals.

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 provider considered people’s wishes when planning events for the future. People had the opportunity to express their wishes, and these were documented and acted on.