Transforming Support (Birmingham)

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 were assigned key workers who regularly reviewed and monitored their support to ensure their needs, preferences, and wishes were consistently met. People and their relatives were actively involved in planning and reviewing care, with encouragement to take part in decisions and any necessary changes. This helped ensure that support remained flexible and tailored to each individual.

One relative shared, “[name of person]’s bathroom needed to be fully replaced. Rather than moving them to a respite setting while the work was carried out, arrangements were made for [name of person] to go on holiday, with staff providing support throughout.”

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.

Staff demonstrated a good understanding of people’s protected characteristics and were aware of their responsibilities under the Equality Act 2010. Support was delivered in a way that promoted equality, diversity and inclusion, ensuring people were treated fairly and with respect.

Where gaps in support were identified, such as the need for increased funding or resources, staff and managers acted proactively. They worked in partnership with commissioners and other professionals to address these needs and ensure continuity of care.

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

Information was accessible and available in formats that people could understand, supporting people to be informed and empowered. Staff understood how to present information in a way that met each person’s communication needs. They adapted their approach using appropriate methods and tools to enhance understanding and involvement.

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 given regular opportunities to share their views and experiences about the support they received. This included meetings involving both staff and the people they supported, where everyone could express their opinions, raise concerns, and offer suggestions.

People were actively encouraged to take part in shaping and improving their support.

Both people and their relatives said they felt listened to by managers and staff, and that their views were valued and respected. They also told us they would feel confident raising any concerns or issues, knowing these would be addressed promptly.

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

Staff made reasonable adjustments to meet people’s needs, enabling them to access services in a way that was appropriate and effective for them. Staff and managers demonstrated a good understanding of how to access advocacy services if people needed or chose to have independent support for their voices to be heard and their rights upheld.

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 demonstrated a good understanding of the Equality Act 2010 and Human Rights legislation, supported by appropriate training. Staff were able to recognise and address any inequalities people may face, taking proactive steps to ensure people received equitable support and opportunities.

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 and their relatives had opportunity to discuss future wishes, including preferences around end-of-life care. These conversations were approached sensitively and in a person-centred way, ensuring people felt comfortable and supported. Staff demonstrated an awareness that not everyone wished or was able to engage in discussions about the future. People’s choices in this regard were respected.