Raven House

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 [add rating]. At this assessment the rating has remained/changed to [add rating].

This is the first assessment for this service. This key question has been rated 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 and leaders had a strong ethos of placing people at the centre of decisions about their care. People were fully consulted and involved about their lives and people received care in line with right support, right care and right culture principles. People lived independent fulfilling lives with a focus on developing life skills and being a part of the local community. One relative told us, “I love it there and [person] gets really good care. I love the setting and the 1:2:1 works really well for them.”

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.

Staff had a clear view of people’s health needs to ensure care was consistent and person- centred. Staff and leaders worked closely with health care professionals and advocates who routinely visited the service. Staff ensured people only had to tell their story once and ensured records were high quality, detailed and person centred. One visiting professional told us, “Staff at Raven House are extremely caring towards people. Staff understood their needs, advocated for them and ensured that they worked alongside other professionals.”

The provider had a proactive and positive culture of safety, based on openness and honesty. Staff listened to concerns about safety and investigated and reported safety events. Lessons were learnt to continually identify and embed good practice.

There was a proactive approach to learning lessons. If there was an adverse incident, leaders ensured staff had a thorough debrief and reflection opportunity to minimise the risk of the incident happening again. There was a strong learning culture where leaders reviewed each accident and incident to understand what had happened and identify any learning from it.

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’s views and opinions were sought using people’s preferred communication approaches. Feedback was sought throughout the day and staff responded dynamically to people’s changing views and choices. Staff and leaders fully involved people and their relatives in decision making. One person told us, “I like it here. The staff are nice and ask me what I want to do.”

The provider made sure that people could access the care, support and treatment they needed when they needed it.

Staff and leaders had a strong commitment to ensure people did not face discrimination and had equal opportunities. Leaders were passionate to remove obstacles people may experience to ensure their life skills and life goals can be met. Leaders worked with staff, relatives, professionals and people to breakdown goals into smaller achievable tasks. This meant people were able to see their progress and achievements.

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.

People had reasonable adjustments made to ensure they had fair access and equity. Staff had a detailed understanding of the Equality Act and how this applied to people’s lives. As there was a consistent staff team without the need to use agency staff, there was a strong working relationship between staff and people. This ensured there was a zero tolerance to any form of discrimination which ensured people lived their lives free from harassment.

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.

People’s end of life wishes and preferences were understood. Although no one required end of life support at the time of the inspection, everyone had a very detailed end of life care plan with their wishes, preferences and choices clearly documented. Families and advocates had been fully involved and consulted with the creation of the end of life care plans to ensure all views were understood.