Disability Supported Accommodation Service North Network

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 service 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 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 service 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 commented on the positive impact the service had on their lives. One relative told us “She does more activities in this new centre than anywhere, where she was before we were getting worried, because she didn't do anything. She just watched the TV all day, here they're on the ball. She goes to two different day centres; she had coffee mornings in the centre as well.”

Staff encouraged people to express their preferences and made efforts to accommodate these in areas such as meals, activities, and routines. Diaries showed details of people’s upcoming plans; however, staff respected their right to change these if they wished.

Activities such as shopping, visiting parks and pubs, attending day centres, and going on holidays were commonly mentioned by people at the service. These opportunities helped people maintain a sense of autonomy and connection with the wider community.
 

The service understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

The service provided care that was coordinated, flexible, and responsive to people’s assessed needs. Staff worked collaboratively across teams and with external professionals to ensure that people received joined-up support. Where people were eligible for Continual Healthcare Funding (CHC), the service ensured that people were referred for assessment and that their support plans reflected the outcomes of those assessments.

The service worked with health professionals such as district nursing teams to ensure peoples assessed needs were met. Care records reflected the coordinated support provided by the service and external professionals, ensuring continuity and responsiveness. Transitions between services, such as hospital discharge or changes in support needs were managed well to reduce anxiety and disruption for individuals.
 

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

The service adhered to the Accessible Information Standard, with communication preferences clearly identified, recorded, and acted upon. Reasonable adjustments were made by the service for people with disabilities or language barriers, and translation and communication support services were available when needed. Information was routinely provided in accessible formats, including easy-read and large print, ensuring that people could engage with their care and understand the options available to them.

People were given relevant and timely information about services and opportunities that supported their wellbeing and independence. This included updates on activities at day services, details about vaccination clinics, and guidance on benefits. Where individuals required information in alternative formats, this was documented in their support plans and used to guide staff in how best to communicate.
 

The service 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 and their families told us they knew how to raise any concerns and felt confident that any complaints or suggestions would be taken seriously. The service had created an environment where feedback was welcomed and acted upon. People were encouraged, during regular reviews, to be involved in decisions about their care, and carers were invited to contribute to planning where appropriate.

The service had strong links with the local authority and voluntary sector, which helped ensure people had access to advocacy and support when needed. Information about advocates was recorded in care plans, and we saw clear evidence of their involvement in care planning. Translation and interpretation services were available, and easy-read materials were produced to support people’s understanding and communication needs.

Feedback from families and carers was gathered through surveys, and complaint reviews showed that concerns raised by relatives were responded to promptly and resolved to the satisfaction of those involved. The service had a complaints policy in place, which supported a consistent and transparent approach to managing concerns.
 

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

The service was aware of the importance of removing barriers to care, and supported people with disabilities, communication needs, or other protected characteristics. Reasonable adjustments were made, such as offering easy-read materials, translation services, and accessible premises, to help ensure that care was inclusive and equitable.

The service was proactive in understanding barriers to care and had implemented a process to support safe discharge from hospital where an increased level of support was made available to people.

There was an equality and diversity policy providing guidance on the importance of treating people equally. This was further supported by staff training and additional supervision was provided to staff when required.
 

Staff and leaders actively listened to people, such as those with disabilities, or with limited communication abilities, and made reasonable adjustments to support equitable care. This included tailoring support plans, adapting communication methods, and ensuring that people’s rights were respected.

The service worked with healthcare partners to implement adjustments that improved access and experience, such as flexible appointment times and quiet areas for individuals who needed them.

Support plans were developed collaboratively and reflected people’s consent and preferences. They were person-centred and included people’s characteristics, beliefs, and interests, such as hobbies, likes, and dislikes.

The service had an up-to-date equality, diversity, and inclusion policy, and its recruitment policy reflected a commitment to equal opportunities in line with the Equality Act 2010. Staff were supported to uphold these values, and the service promoted team cohesion through initiatives such as cultural days and ‘Let’s Talk About Race’ sessions. Staff who exemplified the service’s values were recognised through a formal reward scheme.

Inequalities were addressed through staff surveys, supervisions, and whistleblowing procedures, which were well embedded and helped maintain a culture of openness, fairness, and inclusion.
 

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 service had undertaken planning for end-of-life care and funeral arrangements in line with individuals’ beliefs, values, and preferences. Support plans included details about important life changes, including transitions in care and people’s end of life considerations. People were encouraged to express their wishes and preferences, and staff facilitated conversations with social workers through regular reviews. This approach ensured people’s wishes were respected and that future care planning was handled sensitively and proactively.