Astbury View

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 this assessment the rating has remained 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 they were able to do things they enjoyed and described how they were able to make choices about how they spent their time. Relatives told us staff knew people well and were responsive to people’s needs and supported people to do things they enjoyed. A relative told us, “They have a sensory room with lights that [person’s name] can go in, a craft person comes in monthly to help them make things.” Staff could describe how people liked to receive their care. Care plans included information about people’s individual risks, needs, and included information for staff about social relationships, religious and spiritual needs and their recreation. The registered manager told us relatives were invited to person centred reviews, and these considered peoples aspirations, with relative’s input included, records we saw supported this.

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. Relatives told us staff understood individual health needs and could describe the support people required to manage these, including how staff supported people who needed to spend time in hospital.Staff were aware of people’s individual needs and engaged with other health professionals to ensure people had the support they needed. The registered manager told us they considered individual health and care needs and the input people needed from other professionals. Staff gave examples of working with specialist nurses to ensure specific health needs were met. Records supported what we were told.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The provider described having a comprehensive communication strategy which focused on identifying and meeting individual communication needs. Care plans included guidance for staff on how to meet individual needs. People were observed communicating with staff using their preferred method of communication. Relatives confirmed staff understood how to communicate with individuals, and people received information in ways they could understand.

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 to raise anything which worried them with the registered manager. Relatives told us they understood how to raise concerns. A relative told us, “I have no complaints with the service at any time but can talk to staff anytime I want to.” The provider had a complaints policy in place to manage any concerns they received. The registered manager shared an example of how they managed a complaint and used the information to draw learning, which was shared with staff.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People were supported to access the care and support they needed. The provider had an accessible vehicle which supported people to go out into the community. The registered manager was able to share examples of how individuals were supported to access community settings with help from staff, including local services. The provider told us individual needs assessments considered individual protected characteristics, which informed a support plan which outlined individual preferences, personal histories, and aspirations.

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 provider set out to create an inclusive environment which was achieved through their assessments, staff matching, policies, training and a focus on human rights. We saw the training, policies, and systems were designed to support people to achieve their outcomes and reduce inequality.

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. Nobody was receiving end of life care at this inspection. The provider had systems in place to discuss end of life care needs when this was required.