71 Rowan Crescent

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 worked in partnership with them to respond to changes in their needs. Care was planned and delivered in a way that reflected what mattered to the person and supported their wellbeing.

Care plans showed that needs were assessed on arrival and reviewed regularly. Records demonstrated that care was adapted in response to incidents and changes in behaviour.

Staff worked closely with the multidisciplinary team to make sure support remained appropriate and proportionate. The approach was interactive and responsive, with meetings used to review choices, agreements and outcomes.

The provider understood the person’s needs and worked with partner agencies to deliver joined-up and continuous care. Care was coordinated with relevant professionals to make sure support was consistent and responsive.

Records showed clear liaison with the MDT and evidence of effective joint working. Information was shared during transitions and throughout ongoing care to support continuity. Professionals working with the service provided positive feedback about communication and collaboration.

The provider made sure people and professionals received appropriate, accurate and up-to-date information in formats that met individual needs. Information was shared using a range of methods to support understanding and engagement.

Examples included face-to-face discussions, telephone contact, emails and digital platforms such as video calls. The service also used easy-read formats and written information where appropriate. Communication with professionals, such as GPs, social workers and emergency duty teams, was timely and effective. The manager confirmed that information could be provided in different formats and languages to meet individual needs.

The provider made it easy for people to share feedback, raise concerns and be involved in decisions about their care. People’s views were listened to and used to shape support. Feedback was gathered through a range of mechanisms, including feedback forms, verbal discussions and informal communication.

The service operated an open-door approach and shared information about external bodies to support transparency and choice. Evidence showed that feedback was actively obtained and considered.

The provider made sure the person could access the care, support and services they needed when they needed them. Staff advocated on behalf of the person to ensure appropriate services were in place.

Records showed that the service supported the person to be signed up to relevant health and support services and worked with professionals to reduce barriers to access. This helped ensure timely and appropriate support.

The provider took action to make sure the person did not experience inequality in their care or outcomes. Care was tailored to meet individual needs, preferences and background.

The service followed its equality and diversity policy and demonstrated an inclusive approach. Staff recognised and respected cultural, religious and personal values that were important to the person. One care worker told us “We promote equality and diversity. We have a culture of celebrating different cultures.” The evidence showed that care was fully geared towards the individual’s needs and circumstances.

The provider supported planning for future needs in a way that respected the person’s views and dignity. While end-of-life care was not currently relevant for the service, the provider had considered how this would be managed if required.

The manager explained that, where necessary, people’s wishes would be listened to and documented, and plans would be shared with relevant professionals to support informed decision-making and continuity of care.