Bradley Apartments

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 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 encouraged and supported to make decisions about their support. Delivery of support was focused on each person and their individual needs. The provider planned and delivered people’s care and treatment with them, including what was important and mattered to them. Care plans were person centred and contained detailed guidance for supporting people with complex needs and staff demonstrated good awareness of these.

Relatives told us they were involved in care plans and explained, “I get to input in the care plan, say what they [family member] like and do not like,” and “They [staff] go through it [care plan] when I go, they ask me things. Any changes they ring and ask me.”

Staff said, “If there is a change in the care plans it is straight in handover for the next few days for people to be aware of.”

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 had access to health services to maintain good health and continuity of care. Care plans evidenced input from health professionals, such as dieticians and speech and language therapy (SALT). Relatives felt that the service contacted other health professionals in a timely manner. One relative said, “Something happened, and they [family member] went to the doctor and hospital, done quite quickly,” and “If they [family member] needed antibiotics they go to the doctor, and ring me to let me know, it is very good.”

The provider supplied appropriate information in formats tailored to people’s individual needs. The service met the requirements of the Accessible Information Standard. Consideration was given to people’s communication needs. People received information in ways in which they could understand. For example, people had access to easy read information and staff used a range of communication techniques, depending on people’s individual needs and preferences.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support.

The service had received many examples of positive feedback from relatives and professionals. Feedback from healthcare professionals demonstrated positive care the service had provided, and the changes implemented.

Staff told us the registered manager listened to them, and they would have no concerns in reporting anything.

A process was in place for dealing with formal complaints and the provider had an appropriate complaints policy in place. Families knew how to make a complaint. One relative said, “I’d go to the manager. They have said ring anytime.”

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

Records showed people were supported to see health and social care professionals when they needed to. Staff provided care and support that met people’s individual needs, and everyone had equal access to care and support.

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 and managers understood the level of support people required to maintain their hobbies, interests, and relationships with people important to them. A person told us, “I would like to do woodwork as I did this at a previous service I lived at.” This was discussed with the staff who advised they have arranged this with the local community group.

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. Support plans recorded goals for people.

A person had a future goals care plan in place. It identified goals to aim towards to gain independence, it also highlighted what steps would be taken to ensure a safe discharge if this was suitable and safe in the future

At the time of assessment, no one required end of life care. The registered manager confirmed they were not currently supporting anyone on end-of-life care.