Birchwood & Co Case Management 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 newly registered 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. Staff demonstrated a good understanding of the people they supported and were familiar with individuals’ routines and personal preferences. They recognised the importance of delivering person‑centred care and ensuring people were given choice and control over how they lived their daily lives. Care plans were regularly reviewed and updated to reflect changes in people’s needs, choices, or daily routines, ensuring they remained accurate and relevant. People and, where appropriate, their families were involved in planning and reviewing care, and their views were used to inform changes to care delivery. This approach helped to ensure care and support were timely, personalised, and responsive to people’s changing 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. Care records demonstrated that relevant health professionals were contacted in a timely way when people required additional support, advice, or specialist input. This included referrals and liaison with professionals to help meet people’s changing health needs. Systems were in place to monitor and review the care provided, including regular checks of care records and care reviews, to support oversight and ensure care was delivered consistently and in line with people’s assessed needs and care plans.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Systems were in place to ensure the requirements of the Accessible Information Standard were met. Information was provided in formats that reflected people’s individual communication needs and preferences, helping to ensure they could access, understand, and use the information provided. Care plans clearly outlined each person’s communication needs, including any aids, adaptations, or support required from staff. This guidance supported staff to communicate effectively with people and helped to ensure care and support were delivered in a way that was inclusive, responsive, and person centred.

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. Relatives were aware of how to share feedback about their experiences of care and support and told us they felt able to raise concerns or issues if needed. Information about how to provide feedback and how to make a complaint was available and accessible and processes were in place to gather feedback. One family member commented that they had not received a survey. We asked the provider to review survey distribution and for service wide as well as individual analysis of results to be completed.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Staff had completed training in Equality and Diversity and understood people had a right to receive the care and support that met their specific individual needs. Staff were responsive to people and ensured they received care and support in line with their preferences and needs.

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 demonstrated a clear understanding of their responsibilities to ensure people’s care and support promoted equality, reduced barriers or delays, and safeguarded people’s rights. Regular care reviews were completed to confirm support continued to meet individuals’ needs and to enable new or revised goals to be agreed. Policies, training, and systems were in place to promote equality and diversity and to support both people and staff to raise concerns or speak up where needed.

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. Care plans were reviewed and updated on a regular basis to ensure they accurately reflected any changes in people’s needs, and preferences. Care planning also took account of people’s future needs, with planned reviews and goal setting used to support ongoing independence and wellbeing. This proactive approach helped to ensure care remained person centred, responsive, and flexible, and that people were supported to plan for future changes in their care and support.