St David's 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 good.At this assessment the rating has remained 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.

The registered manager 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. Care plans were highly detailed and included people’s ‘in my own words’ specific support needs and preferences on how they want their support delivered. This equipped staff to deliver personalised care. Staff knew people well. They knew their likes, dislikes, preferences and how best to support them. Records showed people’s care and support was led by 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. People received the full care and support which had been funded. Support was provided consistently and in line with people’s assessed needs.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Care plans were tailored so staff knew the best way to provide information to individuals. For example, 1 person care plan stated, “I may sometimes require support to understand more complex information, so staff should speak clearly and calmly, use simple, straightforward language and allow me time to respond.” People had communication passports which provided detailed information about how the person communicates, what helps them understand, how they show their feelings, what works well and what to avoid. Relatives feedback was positive in relation to being kept updated. One relative said, “Communication is good. Any issues they (staff) always ring. All the carers know me and talk to me.” The registered manager was aware of the Accessible Information Standard (AIS) and the need to consider and address people’s individual communication needs by providing alternative formats when required. For example, in large print or easy reads. Staff had received communication training.

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 were involved in decisions about their care. People and relatives were involved in care reviews. One relative told us, “We had one at the beginning of the year which was tweaked slightly.” Although there had been no formal complaints received in the last 6 months there was a policy and procedure in place for managing complaints. Staff actively encouraged people, relatives and professionals to raise concerns or feedback where required. One relative said, “I have no concerns, worries or issues.” Regular meetings took place with people living at St Davids House. These meetings provided updates to people such as health and safety, maintenance, activities and upcoming events. They also provided opportunities for people to raise any concerns.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Staff supported people to access healthcare services when required. Staff completed training in equality, diversity and human rights to understand and reduce inequalities or prejudices which may affect people’s access to care.

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 ensured people’s social and healthcare needs were fully considered and met. People had care reviews to monitor their experience of the service and ensure they were achieving good outcomes.

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 had been asked about their end of life wishes and these were clearly documented. This included their DNACPR status, wishes and preferences, medical care preferences, decision making if capacity is lost and personal values. Staff completed end of life and palliative care awareness training to ensure people receive compassionate, dignified and person-centred care at the end of their life.