Yorkshire and Humber Healthcare Alliance (West)

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 inspection 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 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Care was personalised to people’s individual needs and preferences. This was evident in the detailed care plans and in how satisfied people were with the care they received. Only in a few instances of meal/drink preparation did people raise comments, and the provider could demonstrate they were aware of these issues and had already acted.

One person said, “Care plan reviews are a family affair, and they are regular.” Another said, “My care plan is updated fairly regularly and we’re always involved.”

People received consistent care from staff who arrived on time and knew what they were doing. Staff had built up a level of understanding and trust with people, making care delivery more effective.

The registered manager reviewed staff training records regularly and ensure they were up to date with mandatory and additional training. The provider understood the diverse care needs of the local population.

Staff ensured daily documentation was up to date and sufficiently detailed. This meant it could be relied upon by other professionals, and also by families who used the electronic care planning software remotely.

People and families raised no concerns about having access to the information they needed, when they needed it. They described staff not being overworked and office staff as responsive to queries.

The provider’s ‘Life in the UK’ document set out a range of general expectations for staff if they were from overseas. Where the provider recognised a need for improved communication skills by staff to ensure care was delivered to a high standard, they put in place the relevant training.

People and relatives told us about their positive experiences with the service, such as being involved from the outset and listened to at regular care plan reviews was a consistent theme. This was achieved through the registered manager allocating sufficient time to review people’s needs.

People described the registered manager as approachable and always open to suggestions. People and relatives gave examples of when they had raised questions, and how these had been addressed openly and effectively. Nobody we spoke with raised complaints about the service.

The registered manager made sure people had the opportunity to share their views about their care, whether through regular formal reviews, surveys, or merely ensuring they knew they could call them.

The provider had an effective system in place to monitor the quality of the service, including the use of digital records. They ensured people’s feedback was used for ongoing oversight and planning.

People were supported by staff who understood their needs well and knew when to escalate matters or advocate for them.

The registered manager engaged in local registered manager forums and other events to stay in touch with wider changes in the health and social care landscape.

Care planning was detailed. The provider had regard to relevant legislation in place to prevent discrimination and reduce the risks of inequalities in accessing care.

People experienced a personalised approach from the service, which ensured equity of experiences. The registered manager made sure staff understood people’s needs and individualities; they made sure the right policies were in place to support staff, who in turn were able to support people.

Staff provided the detailed care and support set out carefully in planning documentation.

The registered manager had reflected on a previous instance of staff not being fully prepared to identify when someone’s needs had rapidly changed. They put in place reflective practices and additional training. The staff induction was now more robust and helped staff identify when people’s needs were changing.

The provider had appropriate policies and procedures in place regarding providing care for people reaching the end of their life. They ensured detailed hospital passports were in place to help other service support people if and when needed.