7 Valleys Healthcare

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 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 care plans were reflective of their choices and preferences. Where people had specific wishes the provider ensured they were following these, for example people were supported to undertake activities which were important to them such as visiting places of worship or getting out for regular walks.

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. The service supported people to remain in their own homes in line with their wishes. Where people had specific health needs or monitoring requirements staff and leaders kept accurate records of these. Where people needed to transition to another service, for example for a hospital stay, records containing important information about the persons health and well-being needs were available to travel with them.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The registered manager undertook an in-person assessment with people and their relatives prior to the commencement of care. This was an opportunity to share information about the service and ask questions. Information about the service was also available to people in the form of a handbook and the registered manager was available to answer queries over the phone, in person or via messaging services should people have questions about their care or the service.

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. Policies and processes were in place to manage concerns or complaints should these arise. Relatives were complimentary about the service and had not raised complaints about the service. Where changes were required relatives told us this information was utilised by the service. A relative told us, “I feel my relative is listened to, we have never made a complaint but have raised a few smaller issues, the manager is accommodating and approachable.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. The service was available to support people to access services in the community when required. Where health and social care professionals had plans in place for peoples care and support, this information was included in peoples care plans and followed by staff.

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 supported equality and inclusion. Staff received training to enable them to understand and spot the signs of inequality, training included safeguarding adults, privacy and dignity and equality, diversity and inclusion. People and their relatives did not raise concerns in relation to any experience of inequality or discrimination from the service.

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. Where people wished to, they could discuss their end-of-life care wishes with the service. Where people chose not to have these discussions this preference was respected. The registered manager demonstrated knowledge about the services that were available to people and their relatives at the end of their lives and was able to support families through this process.