Creative Support – Brent Services

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.

People’s support plans reflected their physical, mental, emotional and social needs, including those related to protected characteristics under the Equality Act 2010. People were regularly involved in planning and making shared decisions about their care. Care records contained personalised information about the persons unique strengths, likes and dislikes, and how they preferred staff to meet their care needs and wishes.

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 were supported to take part in community activities. Staff maintained effective links with other agencies which provided care for people such as day centres and health care providers which helped ensure people received consistent support across the services. Most people received care from the same staff, which ensured continuity of care.

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

People’s communication needs were detailed in their individual support plans. This helped to guide staff on how to effectively communicate with each person. A staff member told us, “(Person they support) shows me what they want this is how they communicate. They like to have space. The day centre supports them in the same way and this is important.” The registered manager provided information in easy read formats where appropriate for people.

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 involved people in decisions about their care and support. People and relatives knew how to seek advice or raise concerns and felt confident to do so. People told us they were listened to and had confidence in any problem being addressed. Where people had made complaints or raised concerns they had been investigated and responded to by the provider. A relative said, “If I had any complaints I would speak to the manager. We have a good relationship. They listen to me.”

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

Discussions with the provider and staff showed they understood how to access specialist health or social care support should this be required.There was an on-call system in place to support staff and people with any emergency situations out of hours.

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.

Care staff had undertaken equality and diversity training. People and family members did not identify any concerns about discrimination or protected characteristics and were very positive about the care and support they received. Support plans were kept under regular review which helped identify if there were any additional needs which required action to address.

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.

The service could provide end of life care where this became appropriate. We were assured this would be undertaken with the support of relevant health care professionals and care staff would be supported appropriately. People were involved in making decisions about their future care. A member of staff told us, “Everyone’s needs are different some people now need 2 staff to support them so we raised this with the local authority, and they have the support they need.”