Raven Support Limited

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 outstanding. This meant services were tailored to meet the needs of individuals and delivered to ensure flexibility, choice and continuity of care.

This service scored 89 (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 was exceptional at making sure people were at the centre of their care and support, with services tailored flexibly around people’s changing needs, preferences and circumstances.

People and their relatives described care that was responsive and extremely personalised. One person told us, “They always ask would I like… how do you want…, do you want this member of staff, and I love that they listen to me.” A relative commented, “They encourage [name of person] to go out and about, sometimes [name of person] doesn’t want to. [Name of person] is an adult and they [staff] treat them as one. They ask [name of person] what they would like to do, [name of person] is involved and we are too.”

Staff adapted their approach in partnership with people, ensuring support reflected how people felt on the day rather than following fixed routines. This helped people feel listened to, respected and in control of their lives.

Professionals consistently highlighted the provider’s ability to deliver bespoke, person‑centred support, particularly for people with complex histories. This approach enabled people to settle, regain confidence and experience improved quality of life. One professional told us, “From the very start, the carers at Raven Support Limited were client centred. They listened, didn’t judge and were so accommodating to [name of person’s] needs.” Another professional commented, “Staff have demonstrated an ability to adapt their practice and think creatively in order to build engagement and maintain therapeutic relationships. This reflects a genuinely person-centred approach tailored to [name of person’s] unique needs.”

Care plans were detailed, regularly reviewed and adapted to reflect changes in people’s needs and wishes. People confirmed they were involved in reviewing their care. Staff demonstrated a strong understanding of people as individuals and adjusted their approach day to day to suit people’s emotional and mental health needs. People confirmed staff supported them to achieve their goals. One person told us, “They [staff] are helping me to keep me out of hospital for my mental health, they are helping me with this”.

People and relatives told us they were involved in decisions about their care and felt staff knew them well. Staff gave clear examples of how they supported people to maintain independence, make choices and live the life they wanted, including supporting people to pursue employment, attend appointments and plan holidays.

The service had an exceptional understanding of the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. The provider delivered coordinated care and worked effectively with other services to ensure people experienced continuity and safe transitions. Staff worked exceptionally well with other professionals to make sure people’s needs were met. Comments from professionals confirmed this. One professional told us, “I have found that my experience of Raven Support Limited has been very positive, and they have been hugely effective in supporting [name of person].” Another professional commented, “They [staff] were communicative with me as a partner agent and have been totally aligned with the trauma informed approach which our service champions and is at the heart of all our work.”

People were supported by staff they knew well, helping to reduce anxiety and promote stable relationships. The registered manager and staff maintained regular oversight to ensure care arrangements remained appropriate and responsive. This involved regular conversations with people for their feedback. One person had their support hours increased due to their ongoing needs, they told us this had a positive impact on their mental health. This helped people experience joined‑up, reliable care that met their needs.

The service showed a strong understanding of people’s complex and fluctuating needs. Staff demonstrated how they balanced risk management with promoting independence and autonomy, which helped people remain living in the community and reduced the need for crisis interventions or hospital admissions.

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

The service provided people with accessible information that supported them to understand their care, make choices and communicate their views. Care plans included personalised communication guidance, and staff adapted how they shared information based on people’s needs. This included using written formats and easy-read materials. The provider had a range of easy-read documents including information about safeguarding, consent, complaints, cyber safety and advocacy.

Staff knew people well and understood their individual communication needs. One staff member told us, “It takes time for [name of person] to comprehend what you are saying, it may take 10-15 minutes for them to answer, you must let them have the time and don’t overwhelm them.”

The provider enabled people to share feedback and ideas, or raise complaints about their care, treatment and support.

Staff always involved people in decisions about their care and told them what had changed as a result. People were encouraged to express their views and contribute to reviews of their care plans. Comments from people included, “I have a review normally around twice a year at least once a year we sit down and go through everything together. We have questionnaire at least annually, things do change.” A relative commented, “They keep me update to date and any changes they will let me know.”

People and relatives told us they knew how to raise concerns, and these were taken seriously and acted on. People told us, “I feel able to express my views and I am listened to.” A relative commented, “I can give them feedback, they do listen well and truly, if I have an issues I ring the office speak to them nothing is ever too much trouble its brilliant.”
 

The service had an exceptional understanding of the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. The provider ensured people could access care, support and treatment when they needed it, without unnecessary barriers. The service demonstrated a strong willingness to respond to people’s needs working creatively with partners to prevent hospital admissions. The registered manager told us they gathered and monitored performance data which showed the service was effective at keeping people living in the community because of their approach to supporting people. We saw examples of people who had previously experienced repeated admissions to hospital were now remaining in the community.

Staff worked exceptionally well with other professionals to make sure people’s needs were met. Comments from professionals confirmed this. One professional told us about a person’s trust towards health and social care professionals, which had historically been difficult to build, due to previous negative experience of using services. The professional told us Raven Support Limited were, “Very helpful in working in partnership with myself, safeguarding, and mental health services, to arrange a smooth introduction to the client, which proved to be a great foundation for the period of input that I have had with the client.” They told us over time, some of the other services were able to withdraw, because the person had reached a point where their mental health had been a lot more stable. Another professional told us a person found it difficult to welcome new people into their life and building trust was a challenge for them, they told us staff had worked well with this person. The professional told us, “I honestly can’t fault them and don’t hesitate to recommend them to anyone seeking a care provider in our area.”

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 service supported equitable access to personalised support and positive outcomes for people who might otherwise not receive appropriate care.

There was no evidence that people experienced unequal or discriminatory care, and feedback from families and professionals consistently described people being treated with dignity regardless of complexity or background. We saw feedback from a professional that stated, “Thank you and your team for the positive connections you have made with isolated people that often struggle to engage with other services.” Professionals highlighted the service’s strength in balancing risk with autonomy, which led to improved stability, reduced incidents and positive long-term outcomes. One professional told us, “The team that worked with my client were responsive to the client needs and brought a variety of innovative approaches into the work they did to help make things run more smoothly.”

The service was excellent at identifying specific concerns with the group of people they cared for and taking action to address inequalities. For example, they had identified that loneliness and social isolation was a key concern. The service introduced a monthly art group at the office location, with the aim of providing a safe, welcoming environment for people who may feel lonely or isolated. We were informed the group had been very successful in reducing loneliness and social isolation.

People experienced a high level of compassion, responsiveness and involvement in decisions about their care. Staff demonstrated awareness of individual communication needs and preferences, supporting equitable experiences and positive outcomes across the service.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future.

People told us staff supported them to plan in a way that suited them, including planning goals, health needs and future aspirations. Staff described involving people in discussions about changes and transitions at their own pace.

The service recognised that people’s goals could change over time, and staff reviewed plans regularly with people. This ensured future planning was realistic, person-led and adapted to each person’s circumstances.