Calvert 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 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.

Staff worked with people, their families and relevant health and social care professionals when making decisions about people’s care. Managers and staff ensured people’s views were sought, recorded, respected and acted on. For example, people were supported to follow lifestyle choices that were meaningful to them.

Care plans and risk assessments were reviewed regularly to ensure people’s needs continued to be met, while maintaining maximum choice and control over their support.

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 consistent support from familiar staff who knew them well and understood their individual needs and preferences. The provider supported people to achieve positive outcomes by ensuring care and support reflected their wishes and assessed needs. This included supporting people to participate in activities with others who shared similar interests, as well as respecting and supporting people's choices when they preferred not to take part in activities in order to manage their health and wellbeing.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

Staff communicated with people in their preferred way, speaking clearly, making eye contact, and allowing people time to respond. Personal information was kept safely and securely.

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.

We observed 1 person sharing their views and staff accepted their feedback and acted accordingly.

There was a complaints procedure, and 1 relative told us they knew how to make a complaint should it be required.

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

The registered manager ensured people were able to access healthcare treatment and support in a way that met their individual needs and preferences. For example, 1 person did not always wish to attend medical appointments. To support them to receive the healthcare they needed, the GP visited them at home.

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.

Policies and procedures promoted equality, diversity and inclusion and we saw people were supported in a way that upheld their rights and preferences and valued people’s individuality. Staff adapted their approach and interactions with people to gain their views and promote positive outcomes. Care records showed people accessed specialist services when required to meet their physical needs.

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.

One person was supported to manage lifestyle changes to manage their underlying health condition. The provider worker with staff, family and health professionals to maintain the person’s quality of life.