Martin Grange

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.

At our last assessment we rated this key question good. At this assessment the rating has remained 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’s care plans reflected their physical, mental, emotional and social needs. Where people had specific cultural requirements, these were clearly documented within their care records. Care plans demonstrated people’s involvement in planning their support, ensuring they were able to make informed decisions about the care they wished to receive. Staff told us they were kept up to date with any changes to people’s care and support.

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 worked alongside other health and social care professionals to ensure they met people’s needs. A staff member told us, “Concerns get documented in people’s care plans, event logs and daily records. We work alongside GPs, 111, 999, pharmacy and family.”

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

Since 2016 all organisations that provide publicly funded adult social care are legally required to follow the Accessible Information Standard. The Accessible Information Standard tells organisations what they have to do to help ensure people with a disability or sensory loss, and in some circumstances, their carers, get information in a way they can understand it. It also says that people should get the support they need in relation to communication.

Tenant handbooks were in place and provided clear information about the range of services offered, including how care would be delivered, how to raise concerns and what standards people could expect. This supported transparency and informed choice.

Care plans detailed people’s communication needs. This information helped staff communicate clearly and respond appropriately to each person. The registered manager said information would be made available in different formats so people could have access to the information they needed.

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.

People were encouraged to share any concerns or complaints. Both people and their relatives told us they had opportunities to provide feedback about their experiences of care and support and were aware of how to raise any issues or complaints if needed. One relative told us, “I would speak with staff. [Care team leader] is very open. If something isn’t sitting right, then I can say something.”

The provider had a clear complaints procedure, explaining how people and their relatives could raise concerns. The registered manager told us that complaints were taken seriously and used as an opportunity to make improvements to the service.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People told us they received care when they needed it. Staff contacted GP’s and out of hours services when required.Management arrangements were in place to support staff providing out of hours care.

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 people to actively participate in planning their care. Care plans were regularly reviewed, and both people and their relatives were invited to share their views on the care and support provided. Those we spoke with told us they were happy with the care and support they received.

Policies and procedures on equality, diversity and inclusion were in place to help staff understand and uphold people’s rights, protect them from discrimination and ensure everyone was treated fairly and respectfully.

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 were involved with discussions about their future care should they wish, and this was recorded in their care plan.