Living Well North Ltd

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 service met people’s needs.

This is the first inspection 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 68 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Staff at the service 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. However, this was not always reflected in people’s care records. Further work was needed to ensure care plans included people’s preferences and guidance about how they wished and needed to be supported. Not all people and their relatives told us staff knew people’s needs and responded to any change of their needs. Their comments included, “The carers know what signs to look out for when [Name] is upset” and “The training between 1 carer and another is very diverse, some do not have any understanding of dementia.”

The provider had a proactive and positive culture of safety, based on openness and honesty. They listened to concerns about safety and investigated and reported safety events. Lessons were learnt to continually identify and embed good practice. When accidents and incidents occurred, staff took appropriate action including seeking medical attention. The registered manager had a process in place to review incidents that occurred to identify any trends, patterns and lessons learnt and to share with staff to reduce risks to people.

Staff at the service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The provider was aware of the Accessible Information Standard. They told us information could be made available in different formats, depending upon individual need.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result. The service had a system in place to seek feedback from people and their loved ones. Relatives told us they were aware of the complaint's procedure. A person commented, “I feel I am listened to if I need anything else done.” A relative told us, “The staff listen to you and are fully engaged and not talking over you.”

Staff at the service made sure that people could access the care, support and treatment they needed when they needed it. The service worked with other professionals to support people and to ensure they had any equipment they needed. An effective on-call, out of hours system was in place when the office was closed.

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. People and their relatives did not report any concerns in relation to any experience of discrimination and inequality from the service. Staff worked to ensure reasonable adjustments were in place for everyone, so people did not experience discrimination because of their disability and needs. People’s care records included information around people’s identity, things which were important to them, their wishes and relationships they wanted to maintain. A relative commented, “I have had a number of conversations with staff so they can get to know what hobbies [Name] likes.”

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 wishes for future care had been discussed, this was detailed within people’s care plans to ensure their wishes were recorded.