Elmdale 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 the provider met people’s needs. This is the first assessment for this newly registered service. This key question has been rated 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’s care was person-centred and specific to each individual. People were involved in decisions about their care and support which made them feel safe and well-supported. A member of staff told us, “I provide person-centred care by involving people in decisions about their care, offering them choices about daily activities, supporting their hobbies and interests all whilst encouraging independence. For example, we support people to attend local dance lessons.”

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 provider had good links with local health and support services which ensured continuity of care for people.

The provider supplied appropriate, accurate and up-to-date information in formats tailored to individual needs. People used a range of different methods of communication including speech, sign language and communication cards. Members of staff understood these different methods of communication and engagement. Information was displayed appropriately throughout the care environment.

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. People were able to provide feedback about the care and support they received. This was reviewed by the provider to support continuous improvement of the service. People had access to specialist support workers which enabled them to better understand their emotions and feelings. A member of staff told us about how they received feedback from people who used the service, “We have direct conversations, care plans are reviewed regularly and we observe people if they have difficulty with communication to make sure we have a way of knowing if they want to give feedback about their care.”

The provider made sure people could access the care, support and treatment they needed when they needed it. People had access to the appropriate levels of support which reflected their assessed needs. People were supported to make choices about accessing a range of different activities including bowling, local clubs and visiting local animal parks.

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. People’s care and support was specific to their individual needs. There was no evidence people were disadvantaged or discriminated against in the service.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future. The provider supported people to be actively involved in discussions and decisions about their future. People were supported to transition to services which would support the on-going development of their independence.