Elgin Close

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.

People told us they were involved in planning care which covered the support they needed. Their care options were discussed with them, as part of the assessment process, and it was explained what they could and could not expect from the service. They were informed of any required adjustments to their care plans, and their consent was sought. A person told us, “They [staff] are aware of and meet my needs and what I want.” Another person said, “I’ve made many friends here, it’s a community.”

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 were processes that provided smooth information sharing and enabled people to receive the care and support they required in a co-ordinated, flexible way.

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

The provider processes enabled people to access their health and care records and decide which personal information could be shared with others, including family members, care staff, and healthcare professionals. People received information in a timely way that met best practice standards, legal requirements and was tailored to individual needs. People received clear and transparent information aligned with consumer rights best practices, including information details about contracts and charges. Personal data that was collected and shared complied with data protection legislation. Information about people that was collected, and shared complied with data protection legislation. A person told us, “We are always kept up to date about what is going on.”

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 provider’s processes monitored if people received person centred care by regular daily face to face contact with them, spot and welfare check visits, and staff supervision sessions.This information was regularly reviewed, and changes made to the care provided to make a positive impact on people, and their lives. A relative said, “They [registered manager and staff] really do listen.”

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

People were protected by processes and systems regarding their care and treatment. They were supported by the provider who promoted equality, removed barriers, protected their rights, and made them feel their experiences of discrimination and inequality were listened to and acted on to improve their care. Staff were trained to ensure people had equal opportunities.

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.

Staff said they were mindful of treating people equally, fairly and in away they would wish to be treated.The provider systems and processes also protected people regarding their care, treatment and support. This was by promoting equality, removing barriers, protecting people’s rights, and ensuring they felt their experiences of discrimination, and inequality were listened to and acted upon to improve theirs and other people’s care.The impact of this was people had equitable experiences and outcomes, wherever possible.

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’s care records contained current information about the support they needed to live as independently as possible, recording their wishes in relation to how their social, cultural, and spiritual needs were to be met. Their decisions, and what mattered to them were identified, and delivered through personalised care plans that were shared with others who needed to be informed. This was also the basis for meeting people’s future care and support needs, identifying any changes to them, planning how to meet those changes, and to promote their independence.