AYS Care

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 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.

Care plans demonstrated a person-centred focus, placing each person’s needs, preferences and personal background at the heart of the support delivered by the staff team. Care plans contained comprehensive information about people’s life stories and what they preferred, such as their backgrounds, interests, dislikes, and the people or things that mattered most to them.

A staff member said, “I believe the service does well in promoting person-centred care and teamwork. Staff communicate effectively and work together to support individuals according to their care plans.”

Another staff member said, “Sometimes, simply spending quality time with people, listening and having positive conversations, has made a real difference to their day. Small, meaningful interactions can greatly improve a person's mood and overall wellbeing.”

One relative described how important routine is to their family member and how staff understand and ensure routines can be managed and preferences are always met. This person-centred approach was essential for managing their family member’s mental health.

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’s care records provided clear evidence the provider collaborated closely with other health services such as mental health teams, GPs, and other specialists. This partnership approach was designed to ensure that people received the right support that was tailored to their needs.

Relatives confirmed people had access to the care they needed. One relative said, “I have been able to attend medical appointments along with the staff team and I am kept informed about any changers or concerns.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.
Staff told us they had access to the service’s policies and procedures in both electronic and paper formats and stated they were aware of how to find this information. In addition to this we observed policies and procedures were displayed on a wall where visitors could also access them.

Staff told us, “One person finds it difficult to communicate how they are feeling. We use visual aids for the person to point to. These are also used for activities.” Staff told us this person can communicate verbally; however, finds the use of visual aids for sharing their feelings less overwhelming.

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.

Staff actively engaged people and their families in making decisions about their care and communicated any changes that resulted from their input. Staff told us they were involved in reviewing care plans.

We saw that the provider proactively conducted monthly surveys with people and sought feedback from staff and families via annual surveys. Additionally, we saw feedback questionnaires were completed with positive feedback from professional bodies.

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

The provider minimised barriers or delays for people accessing support. This was particularly important in complex or multi-agency environments, where people may require input from a range of services. Such as working with the psychology team, people’s GP's and other agencies.

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 were supported to access a wide range of activities based on their choices. The provider had systems to ensure people's feedback was received. Staff provided people with person-centred care and people were given choices and encouraged to follow their interests. People were encouraged to maintain contact with friends and relatives so that their independence was promoted, and the risk of social isolation was minimised.

A staff member said, “One area the service does particularly well is organising engaging and culturally inclusive activities, such as Zumba sessions, Indian Day, Nigerian Day, and other themed events. People really enjoy these activities, and they help promote inclusion, celebration of diversity, and overall wellbeing.”

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.
At the time of our assessment, no one needed end of life care; however, the provider did have a suitable policy in place for such circumstances.