21 Hartsworth Close

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.

Throughout our visit, we saw evidence of a strong person-centred culture. People were supported to lead their own lives, and care was tailored to their individual needs, preferences and aspirations. People chose when and how they received support and were free to change their plans if they wished to do something different.

The provider encouraged and supported people to engage in meaningful activities and develop skills which promoted their independence and helped them achieve their goals. Support was delivered flexibly and in a way which reflected what was important to each person. A professional told us, “In my experience the provider has always been person centred, positively balancing risk with people’s liberties.”

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 were actively encouraged and supported to be part of their local communities. They accessed a range community amenities, including shops, educational opportunities, employment services and public transport. This enabled them to develop their independence and maintain community connections.

Records demonstrated the provider worked collaboratively with health and social care professionals to ensure people received coordinated and consistent support. Regular reviews and multi-disciplinary discussions took place to monitor people’s progress, and the provider acted upon recommendations made by professionals to help ensure people’s needs continued to be met effectively.

A professional told us, “The manager is proactive in managing people’s needs and does this to a high standard and makes referrals whenever necessary.”

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

Each person was provided with an information folder when they moved into the service. The folder contained accessible information about the care and support people could expect to receive while living at the service.

The information also included details of organisations people could contact if they were unhappy with any aspect of their care or wished to raise a concern. This included information about the local authority and the Care Quality Commission (CQC).

Information was presented in a range of accessible formats, including both written text and pictorial guidance, to help ensure people could understand and use information provided.

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.

The service held regular house meetings to provide people with opportunities to share their views and discuss matters relating to their home and the support they received. The registered manager told us, “We have this meeting and people have a choice whether they want to attend and will do so if they feel they have something they want to tell everyone.”

The service also operated a comments box located near the entrance to the property. This enabled people, family members and visitors to provide feedback, make suggestions and share their experiences of the service.

As part of the providers quality assurance processes, a senior manager spoke with each person living at the service during monthly audits to gather their views about the ongoing care and support they received. This helped ensure people’s feedback was considered when monitoring and improving the quality of service.

The provider carried out annual surveys with people living at the service, family members and staff. Feedback received through these surveys was reviewed and used to inform the service’s annual improvement plan, supporting the providers commitment to continuous improvement.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

The provider was proactive in understanding people’s right to be part of their community and to have equitable access to services within it. The Management and staff had a good understanding of local services and whilst encouraging people to access what they needed, were experienced and skilled in using advocacy skills to ensure people received fair access to services. For example, the registered manager told us how people used local GP and hospital services and about the positive relationships people had with these services.

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 was proactive in ensuring people had positive outcomes in all aspects of their lives. They worked effectively with other professionals to make sure adaptations such as a stair lift and wet room were installed without delay. They supported people to access community services such as health, leisure and employment services as soon as people moved into the service.

A person living in the service told us how they felt they were able to do so much more for themselves since moving into the service. They said, I can go out, I know my local area, the shops, the employment service. I can also get a bus on my own from here to go and visit my family.”

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future.

Care plans detailed information about end-of-life plans, and their views were recorded in them. Information within the plans detailed people’s comments and there was evidence which suggested the provider respected people’s wishes to not talk about end-of-life care if they did not want to.