hcs Supported Living

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. People's care and support was person-centred. Their care plans reflected an approach to personalisation that supported people to make positive and informed decisions about their activities and daily living. People’s houses were decorated as they wanted them to be and they had their own front door keys. This was a key factor to people which confirmed their independence and transition from previous placements in residential care. Members of staff understood the value of person-centred care and supporting people to make their own choices. One member of staff told us, "Yes, people are supported to have choice and control over their own care and to make decisions about their care, treatment, and wellbeing. I always work in a person-centred way, which means listening to what matters to the individual and respecting their wishes, values, and 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. People and their families were involved in regular multi-disciplinary team meetings and care plan review meetings. People were supported to attend health and care appointments in the local communities. The provider worked with the local college to support a person, who had never attended health appointments successfully in the past, to participate in desensitisation sessions at which enabled them to become more familiar with the process and experience and prepare them for future appointments. The provider made appropriate referrals to community health and care services, including speech and language therapy teams. The specialist advice was incorporated into care plans and the advice was followed.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The provider translated care plans, review outcomes, assessments and newsletters for people and their families whose first language was not English. People’s support agreements were written in easy read and the accessible information policy was also written in easy read. This ensured it was accessible for everyone and it made it clear to members of staff how they should made information accessible for people using easy read.

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 provider engaged with people and their families about their views of the service. We spoke to people’s family members and they confirmed they could call their family member, their support team and the management team at any time for updates. Family members confirmed the service was responsive and kept them updated and informed about changes and developments. People in the service made their own decisions about their life and their daily activities. Their choices and preferences were respected.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People’s care plans and support packages were tailored to their specific needs and their care and support was flexible and responsive to their individual needs. A member of staff told us, “We acknowledge each individual has unique needs, preferences, and goals, and we personalise care plans to reflect and address these. We empower individuals to make their own choices, respect their decisions, and actively promote their independence. Staff are equipped with the necessary skills to communicate effectively, work collaboratively and deliver appropriate care and support.”

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. People received a personalised service which was specific to their individual needs. Members of staff told us about how they ensured equity of experience and outcomes for people. One member of staff said, "We recognise individuals have unique needs, preference and goals. We tailor care plans to support these individuals." Another member of staff said, "To make sure everyone gets the same quality care and support from [the provider], I follow my organisation's policies, procedures and care standards consistently with every individual. I always provide person-centred care, which means treating each person as an individual, respecting their choices, and tailoring support to meet their specific needs while still ensuring fairness and equality. Most importantly, I treat everyone with dignity, respect, and kindness regardless of their background, abilities, or needs because everyone deserves the same high-quality care and support." A person who lived in the service told us, “[Yes, I can talk to members of staff and the management team] whenever I want. They help me lots. [Member of management team] is very good to talk to, They help me when I get stressed and they talk to my staff team when I am feeling ‘wobbly’.”

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. The provider ensured people had access to appropriate and timely advance care planning, which was embedded within their wider commitment to person-centred support. This included respecting individual preferences and values, regardless of communication ability, ensuring access to advocacy where individuals may lack capacity or do not have family involvement, involving families and significant others where appropriate and with consent, and using accessible communication tools to support understanding and expression of wishes.