10 The Green

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 care plans provided detailed information about people’s communication, sensory needs, likes and dislikes. The care plans were reviewed annually, and sooner if required, in line with the provider’s policy.

The provider worked with people to ensure care was person-centred and reflected their preferences and daily routines. Feedback from people and relatives showed people were comfortable with the staff assisting.

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 with other services to ensure care and treatment was delivered in a way that met people’s needs. This included ensuring people were supported by a consistent group of staff who knew them well.This meant staff understood peoples routines, giving people more confidence in the staff delivering their care.

A relative told us their relative had a care package that needed to arranged around the times that suited them, with a small team that knew them. They confirmed the provider provided flexibility when required to, making it easier for the person to attend appointments that would have otherwise had to be rearranged.

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

Staff provided people and relatives with clear, accessible information about care, daily activities and changes in health needs. Relatives told us they were kept up to date through phone calls and review meetings.

All information made available to people’s relatives was available in alternative languages, as and when required. Information was also available in large print.

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 review 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. One person told us “We have reviews and I can change the tasks to suit my needs whenever I like. I haven’t had to yet, but I’m asked at each review.”

Both people and their relatives said they felt listened to by the registered manager 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.

People using the service had access to healthcare, community activities and specialist support based on their needs independently or via relatives. People were aware that the provider could offer support for people to access shops, participate in social outings and use local public transport as part of their weekly routines, and people felt they could ask for this support if needed.

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 had systems to ensure people's feedback on the service was requested and considered. Staff provided people with person-centred care and people were given choices and encouraged to follow their interests where appropriate. People were encouraged to maintain contact with loved ones, so their independence was promoted, and the risk of social isolation was minimised.

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.

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.

At the time of our assessment, no one needed end of life care; however, the provider did have a suitable policy in place for such circumstances. Initial assessments and annual reviews considered any potential need for end-of-life planning, including arrangements for ReSPECT (Recommended Summary Plan for Emergency Care and Treatment) and DNACPR forms (Do Not Attempt Cardiopulmonary Resuscitation).