Yanah Care

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, this key question has changed to 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.

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.

The provider had processes in place to ensure that people received care and support that met their preferences. Care plans and risk assessments were regularly reviewed to ensure people’s needs continued to be met, whist ensuring people continued to have maximum choice and control over their care

People told us staff understood what was important to them. One person said, “They always involve me in any decisions; for example, choice of food or drink, they know I enjoy my cup of tea.” A relative said, “[Family member] broke their mobile phone, and the carer set up the new one which was kind. They will always hang up their washing; they do more than expected at times.”

Care records contained specific guidance for staff when caring for and/or supporting a person with a learning disability or were under the age of 18. Staff had received specific training such in areas such as Autism Awareness that ensured people living with a learning disability received care and support in their preferred way. If people were unable to express their wishes, meetings were held with their appropriate relative, advocate or legal representative

Staff told us the care records helped them to understand people’s choices and preferences.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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 knew how to give feedback about their experiences of care and support including how to raise any concerns or issues and can do so in a range of accessible ways.This included in a formal written complaint and a telephone complaint if raising issues with care staff. People and their relatives felt confident that if they complained, they would be taken seriously and treated compassionately.

A person named a specific member of staff they felt confident in raising a complaint to. They said, “Any complaints and I would go to [staff member]. They are very helpful and would sort out any worries.” A relative said, “All the carers respond to [family member’s] needs. [Family member] would not feel scared to tell staff if they were worried about anything.”

Records showed few complaints had been received; however, appropriate policies were in place to address complaints in a timely manner.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in experiences and outcomes during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.