The Spinnies

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

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 ensured care was person‑centred and tailored to the individual needs, abilities and aspirations of each person. Care plans were being developed to include opportunities for people to experience success and build confidence through achievable learning activities. This approach supported people to progress at their own pace, develop new skills and maintain a sense of independence.

Staff demonstrated a clear understanding of what mattered to each person and adapted their support to reflect people’s preferences, routines and communication styles. By focusing on personalised goals and meaningful outcomes, the provider helped ensure people received care that enhanced their wellbeing, promoted choice and supported them to live fulfilling lives.

The provider understood the diverse health and care needs of people and their local communities, ensuring care was joined‑up, flexible and supported choice and continuity. Staff had a good understanding of people’s individual health needs and were aware of the professionals involved in their ongoing care. They worked collaboratively with other stakeholders, including the local authority and a range of healthcare professionals, to promote coordinated and consistent support.

Care plans contained clear guidance for staff regarding people’s annual health checks and monitoring requirements linked to their specific conditions. This supported staff to ensure people received timely and appropriate healthcare and helped maintain continuity across different services involved in people’s care.

These approaches meant people experienced well‑coordinated, integrated care that met their needs and supported positive health outcomes.

The provider supplied appropriate, accurate and up‑to‑date information in formats tailored to people’s individual needs. Care plans clearly detailed people’s preferred communication methods and any barriers they faced in understanding or processing information. Staff supported people to access information and make decisions in ways that suited them, ensuring they remained fully involved in their care.

For example, some care plans included easy‑read versions of key information to help people understand their care planning and review processes. This supported people to develop greater insight into their care, enhanced their involvement in discussions, and encouraged informed decision‑making. These approaches promoted autonomy and ensured information was accessible, meaningful and person‑centred.

The provider made it easy for people to share feedback, express ideas and raise concerns about their care, treatment and support. Staff involved people in decisions about their care and kept them informed about any changes made as a result of their views. People were offered regular opportunities to comment on their experience, and staff held informal weekly and monthly meetings to gather feedback and ensure care remained aligned with people’s needs, aims and personal goals.

Relatives we spoke with told us they knew how to make a complaint if needed and felt confident the provider would respond appropriately. One relative said, “I have never needed to raise an issue, but I know I could speak with the staff or the manager, and they would help resolve it.”

These approaches ensured people and those important to them felt listened to, involved and valued.

The provider made sure people could access the care, support and treatment they needed when they needed it. Despite the staffing challenges described under the Safe key question, documentation showed that this had not impacted people’s ability to attend medical appointments, whether planned or required urgently. Staff had completed training in equality and diversity to ensure they understood the importance of recognising and addressing inequalities, and reducing any potential prejudice or barriers people may experience.

These approaches supported people to receive timely healthcare, ensured fair access to services and promoted an inclusive environment where everyone’s needs were recognised and respected.

The provider had an equality and diversity statement and policy in place, which reflected and reinforced their core values of kindness, commitment and creativity. These values were evident in staff interactions and in the way, support was personalised to reduce the risk of unequal outcomes. Staff were encouraged and supported to use their skills confidently and without fear of discrimination, harassment or unfair treatment. This promoted a positive working culture where staff could focus on delivering personalised, empathetic care.

Leaders ensured that equity was not just a policy but an active part of service development. Staff were consulted on the equality and diversity statement and policy and were invited to share their own experiences, perspectives and ideas for improvement. This collaborative approach ensured the policy was meaningful and relevant to daily practice and helped create an environment where The Spinnies remained equitable and inclusive for everyone.

People were supported to plan for important life changes, giving them enough time and information to make informed decisions about their future, including at the end of their life. At the time of the assessment, no one was receiving end‑of‑life care. However, care plans contained clear details about people’s wishes in the event of an emergency, ensuring staff understood how individuals wanted to be supported should their health needs change unexpectedly.

Relatives and those important to people were involved in helping shape plans for the future, including ongoing care needs, responses during illness and arrangements for emergencies. Staff approached these discussions sensitively, recognising that conversations about future health and end‑of‑life preferences can be difficult. They took time to explore people’s views in a respectful and compassionate way, ensuring individuals felt comfortable, listened to and supported throughout the process.