Accede Support

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 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 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 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's day to day care and support was tailored to meet their individual needs and preferences. Detailed information was available to staff to refer to about what care and support they needed to complete each care call. The provider worked in a seamless manner with health and social care professionals to promptly meet people's changing needs.

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.

The registered manager understood the local area and how to access community support if needed.

The provider was exceptional at developing appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

People were provided with written information about the service and their rights. The provider made sure people got all the information they needed in an accessible way for them, to make decisions about their care and support while feeling comfortable and safe.

Staff had created detailed communication support plans which described exactly how people communicated in different scenarios and when expressing different needs. For example, the staff had access to a range of personalised visual supports that helped support communication. The visual supports helped people to retain and process information. These included visual schedules with icons, tactile symbols, real objects, or words. Each visual support was tailored to the needs of the person. The visual schedules helped people to communicate their needs and make sense of the world around them.

The provider provided easy read news articles. For example, there was an easy read article about the supreme court ruling on sex and gender and government changes to disability benefits. They had provided an easy read document about vaping, how to vote, public transport links, and how to keep safe at a cash machine.

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.

The service worked in partnership with people and their families, providing opportunities to share experiences and understanding and to learn alongside and from each other's experience.

People were encouraged to be involved in making decisions about their care and

person-centred reviews were taking place. Due to the complex needs of some people supported, they weren't always able to voice their choices. However, staff told us they would always encourage choice, where possible.

People and their representatives were provided with information about how to make a complaint about the service. The complaints guidance contained information in relation to how complaints could be escalated if they were not satisfied with the response. A relative said, “They are bang on with [person] I have no complaints.” The registered manager showed complaints and concerns were used as a way of learning to improve the services they provided. For example, the registered manager had responded to a person when they had issues with knowing which staff were going to be working by implementing a visual rota that was updated on a weekly basis. Support plans were written with the person and included information about their preferences and how they wanted to be cared for and supported. This meant staff knew people well and understood their needs when providing care. The service was passionate about ensuring people were empowered to express their views.

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

People told us they were supported to access the services they needed. People were supported to access these services through easy read documents if required and involved people’s family or advocates where appropriate. Hospital passports were used to help support people to receive any support they need if they were admitted to hospital.

The registered manager was aware of how to ensure people could access services when they needed to, without any barriers, including out of normal hours and in an emergency.

Staff and leaders were innovative in how they listened to information about people who are most likely to experience inequality in experience or outcomes. Staff and leaders actively used this information to provide exceptionally tailored care, support and treatment in response to this.

The provider ensured the policies and procedures supported equality, diversity and human rights. Staff told us training in equality and diversity was provided as part of induction to ensure staff had appropriate awareness, skills and knowledge to carry out their role and meet people's diverse needs. There was a fair employment process in place which did not discriminate against the protected characteristics, such as age, gender or disability.

Staff saw people as their equals and created a warm and inclusive atmosphere where they understood people's unique and complex needs and identities.

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. Staff worked closely with people to make plans about their future care. Should end of life care be required this was provided in line with the person’s wishes.