Disability Action Yorkshire

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 inspection 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. People received a person-centred service. People told us they were involved when any reviews or changes were needed. One person said, “I’m informed at all points if there’s any concerns, what’s going well? What could be improved?”

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. Managers had sought specialist advice, and additional training, for people’s health conditions, so that staff understood how these might impact the person.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People’s individual communication systems and styles were identified, respected and valued.

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. There was a system in place for responding to any concerns or complaints.

People told us they knew how to raise concerns or complaints. They told us they were happy with the service, and communication with staff and managers was good. People said, “I’ve never had to make a complaint, but I would know how to notify the people of any concerns”, “They are very good at replying to us as a family” and “Staff are professional and communicate well in different situations…. they always let us know if there’s anything to report back.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. The service provided a 24-hour on site emergency support system, which enabled people to reach out to staff at any time of the day or night.

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. Peoples’ protected characteristics were identified and respected. Staff had received training in equality and diversity.

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. People were able to share their end of life wishes with the service if they wished to. These were reflected in peoples care records.