Peterborough

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. This key question has been ratedgood.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 made 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.

People were supported in a person-centred way. Care plans were detailed and ensured that the individuals voice and preferences were included,providing person-centred information to new staff or professionals.

Staff knew people well and used this knowledge to provide support that was meaningful and responsive to changes in people’s needs.

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 planned support in advance for people to reduce their anxiety and provided continuity by maintaining regular staff teams who knew people’s histories, risks and preferences.People were supported to maintain a meaningful and structured routine.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The service supported people to express their views and offered choices tailored to individual people using a communication method appropriate to that person.

Managers and staff were aware of their role and responsibilities to meet people’s communication needs and make information accessible. We saw that the provider adhered to the Accessible Information Standard. People’s communication needs were assessed. Managers and staff followed guidance in care plans to make sure they communicated with people in a person-centred way to enhance their understanding.

Staff used simple language, visual prompts and clear explanations to ensure people could follow plans and daily routines.

Service user guides were provided to all people accessing the service, and were adapted to the individual’s needs, for example an easy read version was provided to ensure that people could all access the same information.

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.

Staff told us how they involved people and those important to them in decisions about their care.

We could see next of kin meetings took place, which ensured they were also kept involved in care planning and decisions, and to celebrate success stories and achievements of the person receiving support.

Policies and procedures were in place to manage and respond to complaints effectively. The registered managers carried out reflective practice following any complaints to identify any learning which was then shared with the staff teams. Audits were in place to analyse any trends or themes.

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

The registered manager and staff team advocated for people to ensure that their individual needs and wishes were respected and supported. When appropriate,and in the best interests of the individual, staff would also refer people for advocacy support. Professionals confirmed that the staff who knew people best, advocated for them to ensure their wishes were heard.

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.

Staff completed training in equality,diversity and human rights. This helped staff recognise the barriers and biases people may face and supported them to respond in ways that promoted fairness and inclusion.

Opportunities for people were embedded in the culture and values of the service at every level. People were supported to participate in activities and experiences within the community, that might not have always been available to them. For example, the registered manager told us how people were informed about their right to vote. Information was provided to people, and if the person wanted to, they would be supported to cast their vote. People were also supported to go on holiday, and day trips to places such as theme parks and popular tourist attractions. The provider shared photos of these events, which showed both people and staff enjoying these experiences together.

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 wished, their preferences were discussed sensitively and were clearly recorded in care plans.Relatives and / or advocates were included in conversations and any decision making. Staff and managers were understanding that it was a difficult and sensitive conversation to have. All staff had completed end of life training, and the subject was an agenda item during staff meetings.