Green Lanes Projects

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• 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 the rating has remained 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 decisions about their care and support and worked in partnership with them to respond to any relevant changes in their needs. People received care and support in line with their individual needs and preferences. Staff engaged with people and their relatives to capture important information, which informed the assessment of people’s needs and care planning.

People’s care plans were detailed, personalised and provided clear guidance regarding their needs and support requirements, including information about their history, relationships and preferences. A person had a customised communication plan, which provided staff with clear guidance on how to interact with them effectively. The provider had also developed a social story care plan for another person who was at risk of choking. The plan used simple language and images to help the person understand safe eating practices in a clear and structured way, while also helping to reduce anxiety. For a person, their documented support guidelines reflected what their relative told us about their needs and habits, demonstrating relatives’ involvement in developing care plans.

The provider understood the diverse health and care needs of people, so care was joined-up, flexible and supported choice and continuity. Staff ensured people received coordinated care and support while working with other services to respond effectively to their changing needs.

Staff worked flexibly and collaboratively to minimise disruption to people’s care and reduce their anxiety. They carefully planned potentially distressing events, including hospital appointments, in line with people’s individual needs and involved relatives where appropriate. This helped to ensure relatives were kept informed and involved in decisions about people’s care. A relative told us, “I go to medical reviews with them [person and staff]. I meet them at the hospital or dental appointments.”

The provider supplied appropriate, accurate and up-to-date information in formats tailored to individual needs and could provide information in alternative formats, including Easy Read (simple sentences supported by images or symbols), where required.

People’s care plans contained clear guidance on their preferred and most suitable methods of communication. This helped staff provide appropriate support and promote meaningful interactions.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care and support. Staff involved people in decisions about their care and told them what had changed as a result.

Staff engaged with people and their relatives routinely. People were able to go into the registered manager’s office and request private discussions with them. Relatives told us they had not needed to raise any concerns but were aware of how to do so. There was a clear and up-to-date complaints procedure in place.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Staff supported people to access health and care services in a timely manner. They respected people’s rights and individual needs.

Staff provided care and support to people in accordance with their cultural, religious, and physical and mental health needs. Where people required adjustments, the provider enabled and supported these. This meant people could access the support they needed despite challenges affecting their daily lives. The provider also supported people to access community-based services and leisure activities.

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 described how they supported people in a way that promoted their independence, dignity and individual choices. They were alert to any discrimination and ensured people were treated fairly. They achieved this by listening to people, monitoring their progress and liaising with relatives and relevant healthcare professionals. This meant people received fair, personalised support that respected their choices and helped them achieve the best possible outcomes, regardless of their individual needs or circumstances.

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 provider used advance care planning to support people to consider and record their future wishes. At the time of the assessment, no one was receiving end-of-life care. However, the provider told us they were prepared to support people at the end of their lives if the need arose, including working with palliative care teams.