Better Vision Care

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

This service scored 71 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We received mixed feedback from people regarding staff supporting people in line with their preferred methods. For example, 1 person told us staff did not always place their continence aid where they wished it to be. This was discussed with the registered manager at the time of our assessment, and we were assured this would be rectified. 1 person and their relative told us staff were knowledgeable about their wishes, knew them well and provided good care. Staff understood their roles and responsibilities to provide individualised support to people, which was in line with their wishes and assessed needs. A staff member said, “The person is put first, and are always involved in their care.”

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 were supported to maintain community links and keep in touch with family and friends. For example, 1 person was supported to visit a friend's house and was supported to maintain relationships with their family. Another person was supported to go to their favourite local baker and planning a yearly cruise trip.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People had communication care plans in place, which detailed how staff could effectively communicate with people. Where people had completed feedback surveys, these were provided in written and easy to read formats, to enable people to share their views about their care. Care records evidenced people's needs regarding receiving information were explored and people had access to accessible information, should they require 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. This was done via feedback surveys, weekly reviews of care and during face-to-face checks. Relatives were informed of any changes. A relative said, “The service communicate with me, they let me know about any changes, they kept me informed when [name] was ill, they stayed with [name] and did extra visits, which I was grateful for.” The service had not received any formal complaints at the time of our assessment. The complaints procedure and people's rights were shared with them at the start of receiving support from the service.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Records evidenced people had access to a range of professionals, such as district nurses, advocates, GP’s, and social workers. Records evidenced staff contacted emergency services where required and liaised with the local authority, to ensure people's needs were assessed and met.

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 supported people to attend the community and be involved in local groups. For example, 1 person was supported to attend a movement class and another person was supported to do their own shopping. People’s individualised likes and dislikes were explored with them and formed part of their care planning. A person said, “Myself and my relative went through the care plan and we have regular reviews.”

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. At the time of our assessment, no one was receiving support at the end of their life. People's care plans contained people’s goals and aspirations. For example, 1 person was working towards being independent with cooking and gardening and going on holiday twice a year.