120 Harrowdene Road

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.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.

Staff made sure people were at the centre of their care and support choices. Staff worked in partnership with people to decide how to respond to any relevant changes in people’s needs.

People’s care plans were regularly reviewed with them, and their relatives where appropriate, to ensure staff had up to date information about each person’s care and support.

People and their relatives told us they were happy with their care and support. People received care that was clearly personalised.

Staff 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 received care and support from a consistent team of staff who knew them well. Members of staff worked well with health and social care professionals to ensure people received joined up input from everyone involved in their care. 

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

Most people could communicate verbally however everyone had a communication care plan in place and staff understood individual communication preferences. Staff told us, “I adapt my communication style to each resident using simple language, visual cues, or gestures.”

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

People could attend weekly residents’ meetings where they discussed activities, concerns and plan ahead, looking forward to celebrations such as birthdays. Staff supported people in one to one sessions. A staff member told us, “We spend time with people to find out how they are doing and feeling on a daily basis.”

The provider had a system in place to manage complaints. Relatives felt staff listened to them and acted on their concerns, and confirmed staff were approachable and responsive when they raised queries or offered suggestions. There was a strong culture of openness, and people described staff as approachable and responsive.

The provider supported people to access care and services when they were needed. Relatives told us staff helped to arrange or facilitate healthcare input, including GP involvement and specialist support where required.

One family member explained staff supported their relative to attend appointments and kept them informed about outcomes.

The provider had an on-call policy in place so a member of the management team could always be contacted and a business continuity plan, which confirmed there were plans in place to minimise disruption to the service in an emergency.

The provider aimed to ensure people experienced care that reflected their individual backgrounds and preferences. Information about people’s needs and personal wishes was recorded in their care plans to help staff provide inclusive support.

Staff undertook training to understand about equality and diversity. Staff knew how to protect people from discriminatory behaviours and practices.

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

Managers and staff worked with people they supported and where appropriate their relatives and external care professionals to help plan life goals with them. This included what they would like to do in the future, how they wanted to be independent and how that could be achieved.

People did not require any support with end-of-life care at the time of our assessment, however the manager said they were looking to discuss this with the people they supported and their family members.