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• 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 inspection this key question was rated requires improvement. Following this inspection this has now changed to 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. Care Plans clearly outlined what was important to people. For example, we saw how 1 person with a sensory impairment liked to have the radio on in their room to help them distinguish the time of day. The same person also required staff to read the choices on the menu to them, and we observed staff describing what the person’s lunch looked like in line with their preferences.

We saw how 1 person was being supported using music therapy to help them unlock their past memories through their love of music. We observed this person listening to classic music with staff during our inspection. The provider had ensured the piano was accessible for this person to enable them to play whenever possible.

Staff fully valued and respected individuals' rights to express themselves, ensuring that people's unique needs and preferences were central to the planning and delivery of their care and support. For instance, staff took innovative steps to collaborate with a person in developing a support plan that allowed them to express themselves safely, respectfully, and with dignity. Staff made certain that the person had access to understandable information and appropriate resources and service

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 received excellent support from staff members who came from diverse cultural backgrounds. The dependency tools used to record people’s care needs and interventions was effectively used to ensure the staffing levels accurately reflected the level of need within the home. Furthermore, if people required one-on-one support or assistance to attend appointments, this was arranged in consultation with their relatives if they wished to accompany them.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Information was available in easy read, large print, and verbal formats to support people with additional needs.

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. All of the people we spoke with, as well as the staff, confirmed that the registered manager was consistently 'hands-on' and attentive to any concerns they raised.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People received prompt support and were referred to agencies such as district nurses, Speech and Language Teams (SALT), and psychiatrists in a timely manner.

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. Care notes documented the dates and times when staff followed up on appointments for people, along with any subsequent actions or recommendations.

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 appropriate and in line with people’s specific needs, an end-of-life pathway was included in their care plan. This pathway was developed in consultation with the individuals themselves, if they were able, or through a best interest process involving their families and professionals.