Strafford 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 thisassessmentthe rating hasremainedas 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 was exceptional at ensuring people were at the centre of their care and support. People were empowered to make their own choices, and decisions were made in genuine partnership with them, ensuring care adapted to any changes in their needs. Staff consistently demonstrated a deep understanding of person-centred care and were exceptional in the way they supported people to live meaningful, independent lives.

We observed fantastic, natural and empowering interactions between staff and people, where individuals were clearly at the centre of everything that happened in the home. The service provided exceptional, person-centred care that placed people firmly at the heart of their home. Staff promoted choice and independence, supporting people to make decisions, take an active role in the running of their home, and influence how support was delivered.

For example, people were fully involved in the recruitment and selection of new staff. They decided who they felt would be most suitable to support them, taking part in interviews and helping to ensure new staff were well matched to their needs and personalities. People were encouraged and enabled to achieve personal goals, celebrate their successes, and build meaningful relationships that enriched their lives and strengthened their sense of belonging.

One person told us, “Yes, I feel independent. I can come and go into the garden as I want. I get involved and when I have one-to-one support, I go out in the community.”

Staff knew people exceptionally well and understood their needs, preferences and communication styles. Care plans contained detailed information about people’s histories, interests and what mattered most to them. The registered manager worked closely with families and people themselves to continuously develop and personalise care plans as relationships and understanding grew. Plans were reviewed regularly, ensuring people remained fully involved and empowered in decisions about their care and 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 told us they had access to a range of health and social care professionals when needed. Relatives confirmed health professionals were involved in a timely way. One relative said, “They [staff] tell me if my relative is unwell or if they have arranged an appointment. They phone me if a flu jab is needed to check it's ok with me.”

Staff worked collaboratively with these professionals to ensure people received consistent, joined-up care. Referrals were made appropriately and in a timely way, and advice from health professionals was followed, recorded, and shared to support continuity of care.

The provider supplied accurate and up-to-date information in formats tailored to meet people’s individual needs.

Since 2016, providers of publicly funded adult social care have been legally required to follow the Accessible Information Standard, which ensures people with disabilities or sensory loss receive information they can understand, with the right communication support. These standards were consistently followed at the service.

The registered manager told us information could be provided in a range of accessible formats based on each person’s needs. The service gathered detailed information about people’s communication preferences and abilities. People confirmed this, and we saw accessible information displayed throughout the home, including details about medicines, people’s rights, and health conditions.

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 told us they felt comfortable raising any concerns about their care and were confident they would be listened to. Feedback was actively encouraged from people, relatives, and staff. Regular house meetings took place where people discussed topics such as the running of the home, activities, and meals. Actions from previous meetings were shared so people could see the progress made and be assured their views were listened to and acted on.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People had appropriate and timely support to access external health services.

Staff supported people to access services such as hospitals, dentists, and other health services. Staff ensured people’s support needs were known to health professionals and advocated for them whilst at appointments. We saw examples of where people had reported feeling under the weather, and the staff had made them appointment to get their health checked with the GP. The registered manager and staff team ensured people had care plans for when they used other services so staff working in them knew how best to support people.

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.

The service demonstrated a positive culture where staff recognised and challenged inequalities, working to remove barriers people faced. Staff advocated for individuals to ensure they were treated fairly, included, and valued within the wider community.

Staff showed a strong understanding of the potential inequalities people in the service may encounter and consistently supported them to access appropriate healthcare and other services. They acted as advocates when required, helping to overcome communication barriers and ensuring people received accessible person-centred care.

People were supported to plan for important life changes, giving them time to make informed decisions about their future, including end-of-life care.

Although no one at the service was nearing the end of their life, staff supported people to set personal goals and make plans for their future. Plans were in place that reflected people’s aspirations and outlined how these goals would be achieved. For example, one person was supported to have better contact with their family which was very important to them and helped reduce their anxiety.