London Also known as Greenwich

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

Responsive – this means we looked for evidence that the provider met people’s needs.

This is the first assessment for 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.

Care plans we reviewed were person-centred and reflective of people’s needs, preferences, and choices. Care plans were developed with the involvement of people and, where appropriate their relatives. Care records clearly detailed what was important to individuals and included their routines, preferences, and desired outcomes.

People were given opportunities to feedback about the support they received and make suggestions.

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.

There was a stable, established staff team in place. This supported continuity, and enabled staff to build positive relationships with people and ensured familiarity with individual needs and preferences.

Staff received induction and shadowing and quarterly reviews to enable them to understand the needs of people. Staff demonstrated a good understanding of people’s support needs and preferences.

Information was shared between staff and the registered manager to ensure a higher standard of communication and continuity of care. Care records included information from activities of daily living, cultural, religious and spiritual needs, food preferences, and communication.

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

The provider assessed people’s communication needs and clearly documented accessible communication needs in their care plan. The provider had an accessible information standard policy in place.

The registered manager told us information would be provided to people and their relatives in formats they understood for example large print if required. They told us if people required information in a different language this would also be made available to them. Relatives confirmed they had access to relevant information, including the care plan.

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.

The service had effective systems and processes in place to ensure people knew how to give feedback about their care and support. A relative told us, “I am satisfied with the care and support my [relative] receiving. The registered manger is lovely and approachable. All the management is very professional. Everything is good.”

The registered manager told us they regularly visit and spoke with relatives over the telephone to ask them about their care, and also conducted spot checks on staff to make sure staff were providing safe and appropriate care.

There was a complaints policy in place. Relatives told us they knew how to make a complaint, although they had not needed to do so. Relatives felt confident any concerns or complaints would be taken seriously and treated fairly.

People and their families had opportunities to provide feedback and ideas or raise complaints about their care and support. We saw a sample of surveys from the provider which showed people were satisfied with the care received.

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

The service ensured people could access the care, support and treatment they required when they needed it. The provider worked closely with healthcare professionals such as GPs to ensure people get right care and support when they needed.

Relatives told us the provider checked in with them and reviewed their relative’s needs on a regular basis, and if further support was needed, they would help them to access the necessary care. The provider responded to any change in people’s needs appropriately.

Staff encouraged people to eat independently under supervision where possible.

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 had a policy on equality and diversity which helped to guide practice in this area and equality, and diversity needs were included within care plans. People were able to choose the gender of their care staff, and it was clearly documented in the care plan we reviewed.

Staff worked with people and their relatives daily to plan care, aiming to enhance the care experience.

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 care plan we reviewed clearly outlined the goals people wanted to achieve. There were clear guidance and instructions including how to work with the person and their relatives to achieve those goals.

At the time of our inspection, no one was receiving end of life care. However, the registered manager confirmed they had systems and process in place to provide end of life care and support to people if required.Staff had completed end of life care training.