Union Supported Living

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.

Care records were person centred and included how they wished to be supported and future aspirations. A staff member told us, “Every year we have a person-centred planning day with [Person], their family and staff from their art class, where we recognise [Person’s] successes over the past year and support them to plan for new opportunities and experiences for the next year.”

Since using the service, [Person] has been supported to explore a range of activities such as dancing, sensory sessions, ‘walking and talking’ groups, and swimming which are now part of their structured routine.

Staff spoken with demonstrated a commitment to promoting the person’s rights and choices when supporting them.

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 received support from a consistent staff team who demonstrated a good understanding of their needs. A staff member told us, “We work closely with relatives to ensure plans are made collaboratively, and don’t interfere with [Person’s] programme. Everyone puts them first.”

Staff worked well with external professionals, such as social workers and community nurse to ensure people received the care and support needed to achieve positive outcomes. Staff advocated for those people unable to communicate their needs.

People were referred to specialist health teams where appropriate in a timely manner.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. For example, information was available in easy read formats, that people were supported to access and understand.

A person’s communication needs were detailed in their care plan, including the need for staff to use visual clues to aid their understanding. During our visit we observed staff communicating effectively with the person.

The registered manager told us alternative formats, such as large print, or easy read versions, would be made available if required.

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 understood the importance of communicating with the person in a way that met their needs, to ensure they received the support they needed to share their views as much as possible. Relatives had opportunities to offer feedback about the service during regular review meetings and phone calls with a member of senior staff. One relative told us, “The team leader is central, a wonderful middle person. They take things on personally and solves it for us.”

We saw when a complaint had been received this had been recorded and responded to by the management team, in line with the provider’s policy.

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

Relatives told us communication was good and they were kept up to date about any changes.

The registered manager understood how to access specialist support should this be required and had developed links with the local health and social care teams.

Staff confirmed they were kept up to date about any changes in the person’s care and support. One staff member told us, “Communication is good. Whenever we are handing over, we need to let the staff coming in know what the situation is before we leave. We also have a communication book to keep us all informed."

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.

During our visit we observed positive interactions, the person appeared comfortable and relaxed when engaging with staff. Staff spoken with demonstrated a commitment to promoting the person’s rights and choices when supporting them.

Care records included information for staff, so they could support the person to feel comfortable in new or unfamiliar environments. This included details about important routines to the person and any reasonable adjustments which would help encourage them to engage in activities or appointments. Care records also directed staff on how to effectively communicate with the person including the use of any communication tools in place for them.

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.

Staff worked in partnership with the person, family, and relevant professionals to support them to plan for their future, try new experiences, and celebrate and appreciate their successes.