Stepping Stones to Independence

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 had individualised care plans and relatives told us these were tailored to their family member’s needs. People or relatives were involved in reviews and updates. Professionals felt involved and told us staff and the management team worked in a person-centred way with people who used the service.

Staff told us they knew people well and this helped them deliver person centred care which effectively met people’s needs. Care plans included information about people’s physical, mental, emotional and social needs. The registered manager was reviewing the content of care records to ensure they were up to date.

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 and relatives told us the service worked flexibly with them when and would cancel or change meetings for example if they had to attend an appointment. However, some people told us they would prefer to receive support from the same staff more often for continuity. This was echoed by some staff. When people did receive support from the same staff, they were very positive about this. A relative told us, “[Name of person] can tolerate some changes now. That is because of the consistency they’ve had from the team.”

A professional noted, “There have been really positive attempts to match workers with the people they are supporting, considering the worker’s skills, manner, temperament, age etc.”

Staff received specific training to ensure they could understand and meet the needs of the people they supported. For example, mental health needs, challenging expressions of emotion or epileptic seizures.

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

People and relatives told us they received information in a way they could understand. The registered manager told us information could be provided in different formats if needed, such as easy-to-read versions or large print.

People’s individual communication needs were documented and additional guidance was available for staff to ensure they knew how to best meet people’s needs. This helped staff understand the best approach to use with people and be aware of any communication aids which were used.

Information was recorded on electronic systems which were secure. Staff received training in data protection and security.

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 had opportunities to give their views about the care they received. Managers made regular calls to people to check their satisfaction with the service. A comprehensive policy was accessible if people wished to raise a concern or complaint. Action was taken to make changes where possible and learn from complaints.

People and relatives told us they would feel able to speak with staff or managers if they had concerns or feedback. They were confident they would be listened to and taken seriously.

The registered manager also shared examples of compliments from people or relatives who were happy with the support they had received from the service.

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

The registered manager was proud of the flexibility the service offered people to ensure they could access support which met their changing needs. This included when people changed their plans for the day or chose not to have a planned visit from staff, or to support individuals to attend appointments. One relative told us, “Staff have bent over backwards to accommodate [Name of person].”

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.

Managers and staff understood their responsibilities in ensuring people’s treatment and support promoted equality, removed barriers or delays and protected people’s rights. Staff received training in equality, diversity and human rights, as well as specific subjects relevant to people’s needs. This helped improve staff awareness and understand how best to support people with different protected characteristics.

Staff advocated for people when necessary to ensure barriers were reduced or overcome. For example, one family did not speak English as their first language, but a staff member was able to communicate with them and remove the communication barrier.

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.

People were supported to set goals and make plans for the future. These showed aims and aspirations. Care plans were being reviewed to ensure these reflected people’s needs and goals.

No-one was receiving end of life care at the time of our inspection.