Beacon Health Group Limited

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 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 clear understanding of the importance of delivering person-centred care and ensuring people had choice and control over how they lived their lives. Care plans were personalised and reflected individuals’ life histories, interests, preferences, and wishes. People received consistent support from a regular team of care staff, and relatives told us staff knew people well, understood their needs, and provided care in line with their preferences.

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 showed that appropriate health and social care professionals were contacted whenever people required additional support or assessment. Partners involved in the service were positive about joint working. One partner told us, “In my experience the care givers do contact us directly if they have any questions or need advice about anything.” Effective systems were in place to monitor and review the quality of care provided, helping to ensure that care was delivered consistently and in line with people’s assessed needs and preferences.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Systems were in place to meet the requirements of the Accessible Information Standard (AIS) and to ensure information was provided in formats that met people’s individual communication needs. The Accessible Information Standard (AIS) was introduced to make sure people are given information in a way they can understand. The standard applies to all people with a disability, impairment or sensory loss. Care plans clearly detailed each person’s communication preferences, any sensory or communication impairments, and the support required to help them understand information and express their views. This helped to ensure people could access information in a way that was meaningful to them and remain involved in decisions about their care and support.

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 and their relatives were encouraged to provide feedback, share ideas, and raise any concerns or complaints about the care, treatment, and support received. Staff actively involved people and their relatives in decisions about care and support, ensuring their views and preferences were considered. An up-to-date complaints policy was in place, and records of complaints and compliments were maintained and reviewed to help drive continuous improvement in service delivery. Relatives told us that they were aware of how to make a complaint should they need to do so. One relative told us, “If I had a problem I would mention it to the carers. If they didn’t do anything (which they always do) I would talk to [Name of registered manager] and they would do something. But I don’t have to worry about that. They always listen to me.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. Staff responded promptly to people’s needs and ensured care and support were delivered in accordance with their individual preferences and assessed needs. Records demonstrated people had equal access to a range of services, including healthcare professionals, and received timely support when required. People were treated fairly, with dignity and respect, and reasonable adjustments were made where necessary to ensure their needs were met and opportunities were not limited by disability, illness, or other individual circumstances.

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 registered manager and staff demonstrated a clear understanding of their responsibilities in promoting equality, reducing barriers to care and support, preventing unnecessary delays, and protecting people’s rights. Regular care reviews were carried out to ensure support remained responsive to people’s changing needs and to identify opportunities for individuals to achieve new goals and outcomes. The provider had policies, training, and systems in place to promote equality, diversity, and inclusion, and encouraged both people and staff to raise any concerns or share their experiences in an open and supportive environment.

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 regularly to ensure they accurately reflected any changes in people’s needs, preferences, and circumstances. Reviews included discussions about individuals’ desired outcomes, ensuring care and support remained person-centred and focused on what was important to them. People’s choices and decisions were respected, and staff supported them to maintain as much independence, autonomy, and control over their care as possible. Where appropriate, individuals were offered the opportunity to discuss and record their end-of-life wishes and preferences, helping to ensure their future care reflected their values and choices. Where people had declined to discuss their wishes, a record of the discussion and the person’s decision was to be documented in the new electronic care plan.