Telscombe 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 71 (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 did not always make sure people were at the centre of their care and treatment choices and they did not always work in partnership with people, to decide how to respond to any relevant changes in people’s needs. Although care was person centred there were occasions when staff changes left people feeling anxious and let down. Sometimes staff were moved to other duties within the wider service, for example, re-deployed to another home. Sometimes staff went on long term sick. Although these instances were rare, a combination of staff changes did affect people and it took some time before replacement staff settled in and fully got to know people. This is an area that needs to be improved.

Care plans and risk assessments were written with the person at the centre of the plan, focussing on achievements, tasks they could complete themselves and preferred routines. Areas where people needed support were then documented. Agreements in care plans for example, consent to support during personal care, had been signed by people and their relatives in agreement. ‘Learner support plans’ also provided medical and social histories for people as both essential information for staff to know and as background.

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’s health and social care needs were documented within care plans and the registered manager had forged positive working relationships with other professionals. Some referrals to specialist teams took longer to action but the service had specialist professionals working within the service that could provide interim support if needed. For example, a delay was reported with a referral to the community learning disability team but sufficiently trained staff working for the service were able to provide the support needed until the referral was actioned. People and relatives were happy with the timely support they received from others. When people’s support needs varied or there was an incident that affected people then the response from the service was quick and any additional specialist support needed was called for.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The registered manager was aware of and had implemented accessible information standards (AIS) at the service. AIS is a mandatory requirement that people have the communication support they need. Throughout the service there were posters with photographs of staff and pictorial representations of tasks, activities and household items that were clear and accessible to people. For example, in the kitchen the weekly menu was displayed in pictorial form. We observed a person describing their day at college and how they felt by using coloured flags to place on a picture board to say if they were happy or sad. Staff knew people well and how best to communicate with them. A relative told us, “Staff know that it is best to repeat things to make him understand.”

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. Staff told us that people had a voice at the service and could make themselves heard and understood if they wanted something, were unhappy or wanted to complain about something. Relatives confirmed this was the case and that people were supported to speak up. A complaints policy was in place and was regularly reviewed. Relatives told us that they had not had reason to make any complaints about the service but were able to raise any issues which were usually resolved quickly. A member of staff told us, “Yes if they were not happy following an incident and were not listened to a behaviour would result. One had choice of photo as did not like the current one (of themselves), they were given what they needed and the photo was replaced.” A relative said, “Yes they have a voice. At the last annual review they were clearer than ever before.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. People’s changing care and support needs were monitored and recorded by managers and staff to ensure they received the most appropriate care. A relative told us, “Behaviour is challenging at times but staff are good at finding new ways to support him and he has forged good relationships.” Another relative added, “Has reflexology sessions and I’ve done these with them. The garden is lovely and they enjoy the outside spaces.” People had regular, scheduled meetings and reviews with health and social care professionals to assess their ongoing needs. If people’s presentation changed unexpectedly or if an incident resulted in heightened or previously undocumented behaviours, additional meetings could be called to re-assess people.

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. Weekly meetings were held with people to plan the activities and trips that they wanted to do in the following week. People had an active schedule however quiet time was also factored in to their daily and weekly itinerary. The service had a garden area that people could enjoy and they enjoyed the sensory experience of being outdoors. Staff told us of some of the trips they did, one telling us, “We have lovely days out with them. Last week went to Worthing one day and to Stanmer Park another.” People were given activity options and if they changed their mind at short notice, staff would accommodate changes of plan. Activities were therapeutic and used as a means of learning for people. A relative told us, “His vocabulary has moved on through his art. He has new words built up and learned.”

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 supported at the service attended a college during term time but would soon reach an age where they would move on, some would move into a more independent living environment. This transition was carefully planned for and there was an emphasis at the service on building people’s confidence and independence within the confines of personal safety. Due to the young age of the people at the service, discussions about end of life care had not been had. Some relatives had lasting powers of attorney and some had applied for deputyship. These processes would safeguard people future with decision making around complex issues.