Mappleton

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 79 (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 consistently demonstrated a deep understanding of the people they supported and adapted care delivery to suit each person. Care plans were detailed and regularly updated, including personal preferences such as clothing choices, routines, and communication styles. For example, where it was important to people information about how often they attended hairdresser appointments so staff could prompt where needed and ensure people were ready.

Staff knew people well and built strong relationships. One person who initially refused personal care began accepting support after trust was built with specific staff. This was then sensitively expanded so that the initial staff member supported other staff to gain the person’s trust. This meant this person received appropriate support they were comfortable with at all times. Another person’s dietary preferences were respected and, whilst initially limited this was gradually expanded through sensitive encouragement and building trusting relationships.

Staff were matched with people if they shared similar hobbies or interests. Staff were proud of the care they delivered. One staff member explained, “It’s silly but if I’m off I can’t wait to see [people] again.

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 was well coordinated and delivered consistently by a stable and skilled team. People received care from regular staff who knew them well. Electronic systems supported real-time updates and access to care plans. The service made sure people had access to the right support if staff considered there were gaps in their care. There was strong evidence of multidisciplinary working to ensure people received the support they needed. For example, collaborating closely with hospital discharge teams to ensure the necessary equipment is in place for safe and timely transitions.

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

The provider understood and met the requirements of the Accessible Information Standard. People were well informed about their care and who would be supporting them. Although there were occasional unavoidable short-notice changes, for example, if a staff member’s car broke down, robust contingency arrangements were in place to ensure calls weren’t missed or late.

Care plans were shared with people and updated regularly. Staff ensured people had access to their own information, and rotas were displayed on whiteboards or calendars in people’s homes, dependent on their wishes.

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 were encouraged to express their views. The service used surveys and feedback mechanisms to gather views from people, relatives and professionals, and acted on suggestions, such as improving communication about shift changes. When compliments were received, which was frequently, these were always shared with staff. Whilst the service had systems in place to monitor and respond to complaints, there had not been any complaints about the service. The provider responded to feedback promptly. One staff member told us, “[The registered manager] always takes on board what people say.”

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

The service made efforts to ensure equitable access and there were no barriers to accessing care and support. People with specific religious or cultural needs were supported sensitively.

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 experienced consistently positive outcomes. Staff received training on equality and diversity, and care plans contained information about religion, language and cultural preferences.

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 planning was proactive and responsive to changing needs. People were supported at the end of their life. Staff received training to enable them to support people sensitively and with dignity.