Edgewater

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 service met people’s needs.

This was the first assessment for this 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.

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. Overall care plans were detailed and prioritised people’s preferences for the way they wanted to be spoken with and treated. People had a choice for how they wanted their day to look. We observed staff demonstrating good awareness of people’s individual personal care nee ds and preferences and ensured people they supported received person-centred 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. Staff were available and had provisions to allow people to get care in the community. The management explained in detail, how people were supported to access the amenities in their local community.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. We observed different information, such as the complaint’s procedure, was made available to people in formats they could understand.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result. People, their loved ones and staff confirmed they felt comfortable raising concerns or make suggestions and felt listened to. We observed people being listened to and being in control of their support.

The provider made sure people could access the care, support and treatment they needed when they needed it. We saw numerous examples of people being supported quickly and referred in a timely manner when their support needs had changed.

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. We saw examples were people felt they were not listened to and had raised numerous complaints, however, the management managed complaints appropriately and sometimes in difficult situations.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including their end of life care. We saw examples where the provider was having discussion about their futures. Some people at the service had complex histories and this was always considered when looking to make plans.