The Halewood Centre

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 this last inspection this key question was rated good. At this inspection this key question remained the same. 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.
Support was planned and delivered in partnership with people and, where appropriate, their families, with a clear focus on reablement and proportionate care.
Care plans showed people’s individual goals, preferences and abilities were understood and used to guide care delivery. Where reablement was not sufficient, records clearly evidenced why ongoing support elsewhere was needed, showing appropriate and timely decision‑making.
 

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. For example, enabling people to stay in their own homes for as long as possible.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.
The provider made sure people and, where appropriate, their families were given clear and timely information about the service and their care. People were informed about how the service worked, what support would be provided and how long this was expected to last.
Staff explained the reablement pathway and ongoing care options, helping people to understand their choices and next steps.
People told us they had access to out‑of‑hours contact details and felt able to seek advice or reassurance when needed. This helped people feel supported and reduced anxiety during periods of change.
 

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.
Although formal feedback systems were limited due to the fast‑paced nature of the service, people and families consistently provided positive feedback through direct contact with staff and managers. This feedback highlighted kindness, respect and staff going “above and beyond”. Staff described regular discussions with people during visits and reviews, which helped ensure care remained responsive to changing needs.
 

The provider made sure that people could access the care, support and treatment they needed when they needed it.
Referrals were accepted from a wide range of sources, including hospital discharge, urgent crisis response, emergency services and community teams, which supported equitable access across the local population.
A capacity planner was used to manage demand safely and ensure the service only accepted referrals when staffing levels were sufficient. This helped ensure people were not delayed or disadvantaged due to capacity pressures and reduced the risk of unsafe care. The service also introduced direct self‑referrals for people previously supported, reducing barriers and enabling quicker access to help when needed.
 

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.Care was tailored to individual circumstances, abilities and risks, rather than using a one‑size‑fits‑all approach. Reablement goals were personalised and reviewed regularly to ensure support remained appropriate and proportionate. Risk assessments considered people’s environments, health conditions and support networks, with equipment and referrals arranged where needed. This helped reduce avoidable harm and supported people to achieve the best possible outcomes for their situation.
 

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.
The provider supported people to plan for what would happen next, including the end of reablement or transition to ongoing support. Reviews focused on progress towards independence and helped people understand when care would reduce or end.
Where ongoing care was required, plans clearly documented why short‑term support was no longer sufficient and how future needs would be met. Transitions to other providers were planned in advance, with clear communication and handovers to promote safety and continuity.