HAB Support 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 provider met people’s needs.

This is the first assessment for this service registered on 23 March 2023. 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 care plans reflected their individual needs and provided guidance for staff to follow to ensure person centred care was delivered. Care plans were regularly reviewed and updated accordingly to reflect any changes.

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 we spoke with confirmed they were actively involved in their care or in their loved one’s care and were kept up to date about any changes. They told us communication was good from management and staff.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People’s care and support plans included their preferred communication and how they would like staff to support them. A relative said, “They (staff) do some sort of sign language or point on pictures or verbally speak to [person], they (staff) have different ways they communicate with [person].” The management team told us information could be provided in alternative formats to meet individual needs when required. For example, in large print or easy reads. Staff had received communication training.

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. There was a process in place for managing complaints. People spoken with confirmed they knew what to do if they had any concerns. The person said, “I’d write down and send to complaints.” The relative told us, “I would (complain) if I needed to. I’d go to [manager’s name] and ask how to access it (policy), communications are really good which I hoped it would be.” People and relatives feedback was sought in the form of a questionnaire.

Staff made sure that people could access the care, support and treatment they needed when they needed it. The management team and staff told us nothing would get in the way of people getting help when they needed it, whether it be an appointment, referral or in the event of an emergency.

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 understood people had a right to be treated equally and fairly, to receive care and support which met their needs and was free from discrimination. Staff had access to the providers policies and completed statutory and mandatory training courses which safeguarded people and their protected characteristics. Protected characteristics are specific attributes safeguarded against discrimination under the Equality Act 2010. These include age, disability, gender reassignment, marriage, civil partnership, pregnancy and maternity, race, religion and belief, sex and sexual orientation. The Equality, Diversity and Inclusion policy was detailed and highlighted a commitment to equality and human rights legislation.

Although no one was receiving end of life care at the time of the assessment and care and support plans recorded people’s DNAR status, we could not see end of life plans which detailed people’s individual wants and wishes. We discussed with the management team how they could develop these further to make it specific to people’s personal preferences. To include where people have made a choice to not discuss their end-of-life pathway with staff.