Somerset

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 the first assessment of this 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 told us care was focused on them, and staff understood their individual needs. Staff told us morale and teamwork were excellent. The culture in the staff team had a positive impact on the care people received. One staff member said, “We try to understand each person as an individual and adapt the support we provide, particularly when people have more challenging or changing needs.”

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 the service had worked with other social care and health services. Staff told us how they worked with other agencies to make sure people’s needs were met.

Wherever possible, the registered manager assigned regular carers to the same people. This helped to build trusting relationships, helped care staff understand people's individual needs and preferences, and provided continuity of care. One person said, “I usually see a carer called [name] but occasionally I do have other carers. They always come on time, and I know all of the [carers] that come to care for me.”

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

People told us they had their own copy of their care plan and information about the provider. Staff knew people well and understood the importance of communicating with them in a person-centred way to ensure people’s needs were met.

Relevant information was shared within the staff team using various methods such as electronic systems and face to face meetings. One staff member said, “I feel there is good communication between management and all staff.”

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.

Feedback from people about their care was taken seriously and acted upon. One person told us, “They [staff] are very happy to listen and do anything you asked them to do.”

Care staff told us they had time to listen to people, understood what mattered to them, and made sure they were comfortable, respected and valued in their own home. One staff member said, “Overall, I feel proud of the care we provide and believe that [we are] committed to putting the people we support at the heart of everything we do.”

People, their family members and staff were asked for feedback through satisfaction surveys, phone calls, visits and feedback forms. This helped ensure the care provided continued to meet each person's needs or an opportunity to make changes or improvements if needed.

People told us they knew how to complain. No one had any complaints; they were very happy with the care provided. However, people told us they were confident they could take any issues to the registered manager or care staff, and they would be listened to and acted upon.

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

Daily notes were completed by care staff which gave an overview of the care people had received and recorded any changes in people's health and wellbeing. This ensured all staff members were aware of any changes to people’s health and made sure people had access to appropriate health care professionals when needed.

Reasonable adjustments were made for people requiring them. This ensured people’s homes remained accessible, with equipment available to accommodate mobility and moving and handling needs.

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 received person-centred care which met their needs. Each person had a care plan which recorded the outcomes they wanted to achieve and contained information about how they wanted to be supported. People were fully involved in the assessment and care planning process to ensure their care was tailored to their own preferences.

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 service recognised the need to be led by people's wishes when planning for future care needs. For example, sensitive conversations about resuscitation had been held with people where this had been appropriate.