Collegiate House

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 newly registered service. This key question has been rated outstanding. This meant services were tailored to meet the needs of individuals and delivered to ensure flexibility, choice and continuity of care.

This service scored 100 (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 was exceptional at making 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 highly personalised care and support that reflected their individual needs, preferences and aspirations. Staff knew people well and tailored support around what was important to them, enabling them to live fulfilling and meaningful lives. People lived in a homely, well-maintained environment and were actively involved in personalising their living spaces. Bedrooms reflected people's personalities and interests through meaningful possessions and adaptations. For example, 1 person had created a dedicated gaming area to enjoy their favourite video games, whilst another had sensory lighting to support relaxation and emotional well-being. A relative told us, “[Name] attends college where they meet new people of their own age and [name] helps in the Bistro. The manager arranged for a Motability vehicle so they can go for drives. Staff always encourage [name] to do some baking, or a jigsaw in the home. Staff need to be trained, they need to know [name’s] signs (of distress) and be able to read them in order to do all these things (activities) and staff have monitored and adapted their approach, staff know if [name’s] not calm and then they use techniques that help, which helps to keep [name] safe.”

Staff followed detailed, person-centred care plans and ensured people remained in control of their daily lives. People chose how they spent their time and were supported to access a wide range of activities, including holidays, day trips, college courses, volunteering, bowling, meals out, cinema visits and concerts. The service also provided access to sensory equipment and outdoor games to support people's well-being and enjoyment. Staff worked proactively to help people achieve outcomes that mattered to them. For example, they supported 1 person to obtain a financial appointee, enabling them to save for special events and experiences. This had a positive impact on the person's independence and quality of life.

The culture of the service was strongly person-centred, with people's choices, interests and goals consistently driving the care and support they received. As a result, people were empowered to live lives that reflected their individuality and aspirations.

The provider had an exceptional understanding of the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. People consistently received care and support that reflected their assessed needs, preferences and desired outcomes. Staff delivered support in line with detailed care plans and demonstrated a good understanding of people's individual requirements, helping to ensure care was delivered safely, consistently and in a way that promoted positive outcomes. A person told us, “They gave me the choice of the vacancy, I came to look round (the service) first. I was in the attic room before, but now I am in another room as I found it hot and I have asthma so I moved rooms. I feel like I can breathe better in this heat. This house is a lot better (than where they used to live). I have social anxiety, and there aren’t many people. I like the house. I like my room, I have all sorts, all my games.” Staff worked effectively with external professionals and agencies to ensure continuity of care and a coordinated approach to support. Regular progress reviews, care plan reviews and care reviews were undertaken to ensure care remained responsive to people's changing needs.

In addition, people participated in annual person-centred reviews which focused on what was working well, what could be improved and the actions needed to further enhance their quality of life. These reviews celebrated people's achievements and recognised their strengths and positive attributes. For example, 1 person's review evidenced increased participation in activities and greater involvement in their local community. Reviews also acknowledged personal qualities that were important to people and those around them, including being described as "kind" and "fun".

Staff maintained effective communication with family members and professionals, ensuring key people remained informed and involved in decisions about care and support. This collaborative approach gave people, relatives and professionals confidence that care was being delivered consistently and in accordance with people's wishes and agreed plans. The service's person-centred review processes and strong partnership working helped ensure people received coordinated, responsive care that continually focused on improving their independence, wellb-eing and quality of life.

The provider was exceptional at developing appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The service was committed to ensuring people received information in ways they could understand and actively implemented the principles of the Accessible Information Standard (AIS). Information was provided in a range of accessible formats, including easy-read documents, photographs and visual resources, enabling people to make informed choices and participate in decisions about their care and daily lives.

A variety of pictorial signage was displayed throughout the service to promote independence and support people to orientate themselves within their home environment. For example, kitchen cupboards were labelled with pictures, enabling people to identify items more easily and make independent choices. Staff used a wide range of personalised communication methods to ensure information was accessible and meaningful to each person. These included visual prompts, mood cards, sign language and objects of reference. 1 person was supported to have a photographic inventory of their clothes, to enable them to show staff what they wished to wear each day, staff also supported this person to store their clothes in colour co-ordinated ways. This supported this person to make choices and reduced their anxieties around their belongings. This flexible approach helped people express their views, understand information and maintain choice and control over their lives.

People had detailed communication plans which provided staff with clear guidance on how best to communicate with them. Staff demonstrated an excellent understanding of people's individual communication needs and were able to describe how they adapted their approach for each person. For example, one staff member told us, "[Name]'s speech can be slower in the morning, so we give them lots of patience and time to speak with us." This reflected the person-centred culture within the service and staff's commitment to ensuring people were listened to and understood.

Effective communication extended beyond people using the service. Relatives consistently told us they were kept informed of any changes and felt able to contact the service whenever they needed advice, information or reassurance. This open approach helped promote positive relationships and ensured everyone involved in people's care remained informed and engaged. A relative said, “[Name] has a speech problem, and they (staff) take their time to understand them. If they don't understand they (staff) will involve us. [Name] loves a laugh and a joke, and staff enjoy having a banter with them.”

The provider was exceptional at enabling people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff always involved people in decisions about their care and told them what had changed as a result.

The provider had embedded a strong culture of person-led care, where people's views were actively sought, valued and used to shape both their individual support and the development of the service. People were offered a variety of regular opportunities to provide feedback about their care and their experiences of living at the service. Leaders demonstrated a commitment to listening and acting on what people told them. Feedback resulted in tangible improvements to people's quality of life. For example, 1 person reported that intermittent Wi-Fi access in their bedroom was causing them distress. In response, the provider invested in a new Wi-Fi system throughout the service. Another person liked to be left alone to decompress during periods of anxiety, the provider had fitted an outside gate, this ensured this person could freely access the grounds, whilst maintaining their safety, this person also had an alarm which they could press to alert staff when they wished to re-engage with them. This improvement had a significant positive impact on people’s day-to-day well-being and reduced incidents of distress, demonstrating how people's feedback directly influenced service improvements.

People were supported to have their voices heard and, where appropriate, had access to independent advocacy services to help them communicate their wishes, rights and preferences. Information about advocacy services was readily available, ensuring people could access additional support when required and remain actively involved in decisions affecting their lives.

The provider also encouraged regular feedback from relatives and professionals to gain a wider understanding of people's experiences. Visitors could easily share their views through a QR code located within the reception area, promoting an open and accessible feedback culture. Survey results were overwhelmingly positive and reflected people's confidence in the service. Comments included, “I can go to the office at any time”, “I like sitting with staff”, “I can ask for things", “I feel comfortable asking” and “I rely on staff”.

People were meaningfully involved in the running of the service. For example, they participated in recruitment processes and were invited to share their views following new staff members' shadow shifts. This ensured people had a genuine influence over who supported them and reinforced the provider's commitment to co-production. As a result, people were empowered to influence decisions about their care and the service they received. The provider consistently demonstrated that people's views mattered and used feedback as a driver for continual improvement, resulting in positive outcomes and enhanced quality of life.

The provider was exceptional at ensuring people could access the care, support and treatment they needed when they needed it. Staff were committed to ensuring people had equitable access to healthcare, community opportunities and services that promoted their well-being, independence and quality of life. Staff worked proactively to remove barriers and ensure people could access the same opportunities as others within their local community.

People were supported to access a wide range of healthcare professionals, including GPs, community learning disability nurses, psychiatrists and speech and language therapists. Staff had developed strong working relationships with healthcare services and maintained access to an emergency GP contact line, enabling them to obtain timely medical advice and support when required. This helped ensure people received prompt interventions and equitable access to healthcare services. A relative told us, “There is always 2 dedicated staff with [name]. Staff always consult me on what is in [name’s] best interest. [Name] is overall healthy, but staff monitor them closely and are very quick to get the GP in if needed. They (staff) supported [name] to a health appointment, it was tricky, but they did it.”

Community inclusion was actively promoted, and people were supported to access opportunities that reflected their interests, goals and aspirations. Information about local events and activities was readily available, including theatre performances, community fairs, discos and local shows, enabling people to make informed choices about how they spent their time.

People were encouraged and supported to participate in activities, education and employment opportunities that enhanced their independence and sense of belonging. For example, 1 person was undertaking voluntary work and was working towards obtaining paid employment, whilst another attended a local college specialising in developing independent living skills for people with a learning disability. These opportunities enabled people to develop skills, increase confidence and work towards meaningful personal goals.

Staff supported people to develop and maintain valued connections within their communities. One relative told us their family member regularly enjoyed using a cinema pass, enabling them to access leisure opportunities of their choosing. Staff also described how one person regularly attended a local gym and had developed meaningful friendships there, referring to those they met as their “gym family”. The person had exchanged Christmas gifts with members of the group, demonstrating the positive and lasting relationships they had been supported to build. Staff’s proactive approach to reducing barriers and promoting inclusion ensured people were able to access healthcare, education, employment and community opportunities on an equal basis. As a result, people experienced improved well-being, greater independence and meaningful participation in their local communities.

Staff and leaders were innovative in how they listened to information about people who are most likely to experience inequality in experience or outcomes. Staff and leaders actively used this information to provide exceptionally tailored care, support and treatment in response to this. Staff promoted equality, diversity and inclusion and worked hard to ensure people experienced positive outcomes regardless of their individual needs, circumstances or protected characteristics. Staff recognised people's unique identities and aspirations and tailored support to help them live the lives they chose.

People were supported to express their individuality and explore aspects of their identity in a safe and empowering way. For example, one person was being supported to explore their sexuality. Staff took a thoughtful and person-centred approach by supporting the person to visit a city and learn more about PRIDE events before deciding whether they wished to attend. This enabled the person to make an informed choice and engage in opportunities that reflected their identity and personal interests.

The service monitored people's experiences and outcomes through a range of measures, including well-being reviews, key worker sessions, progress reviews, mood monitoring and regular feedback. Leaders also undertook dignity and respect audits to ensure people continued to experience care that upheld their rights and promoted positive outcomes.

Staff were proactive in identifying factors that may negatively impact people's well-being and took action to address them. For example, mood monitoring identified one person's well-being had deteriorated following a close friend moving away from the service. Staff worked with the person to maintain contact and arrange visits with their friend, which resulted in an improvement in their mood and overall well-being. This demonstrated how the service responded to emotional needs with the same importance as physical health needs.

Staff also worked effectively with healthcare professionals to support people to achieve positive and sustainable outcomes. For example, one person had experienced difficulties maintaining previous community placements due to periods of poor mental health. Through close partnership working, consistent support and personalised interventions, staff enabled the person to successfully remain within their community placement. The person's relative told us, "[Name] has been in so many placements which have broken down during periods of poor mental health. I am so grateful for the team here; they have worked so hard with them and enabled them to stay living at the service. I can rest now; I don't have to worry about [name] here."

People were encouraged to access inclusive opportunities within their local communities. For example, one person regularly attended inclusive cycling sessions, enabling them to participate in activities alongside others, develop confidence and improve their physical well-being. As a result, people experienced positive and equitable outcomes in areas including wellbeing, community inclusion, mental health and personal development. Staff consistently recognised and removed barriers to participation, ensuring people were able to achieve outcomes that were meaningful to them and live fulfilling lives.

People were given exceptional support to plan for important life changes, so they could make informed decisions about their future, including at the end of their life. People were actively involved in planning for their future and were supported to identify aspirations, develop new skills and achieve outcomes that were important to them. Robust action plans were in place which clearly outlined people's goals, ambitions and the practical steps required to achieve them. These plans were regularly reviewed to ensure they remained relevant and reflected people's changing wishes, needs and circumstances.

The service used S.M.A.R.T goals to support people to work towards realistic and meaningful outcomes. SMART goals support staff to work alongside people to break larger ambitions into achievable steps, promoting confidence, motivation and sustained progress. As a result, people experienced positive outcomes and were empowered to take an active role in shaping their future. For example, 1 person had identified a goal to engage with talking therapies to help them process past trauma and improve their emotional well-being. At the time of our assessment, staff were supporting the person to access talking therapies alongside music and art therapy. This demonstrated the service's commitment to supporting people to achieve long-term outcomes that enhanced their quality of life and well-being.

People's achievements were recognised and celebrated. Progress galleries were displayed to help people visually track their accomplishments and milestones, providing a sense of pride, achievement and empowerment. This approach helped people remain motivated and acknowledge the progress they had made towards their personal goals. Staff also supported people to consider and record their future wishes and preferences, including decisions relating to end-of-life care. Records contained information about people's preferences and funeral arrangements where they had chosen to discuss these matters, ensuring their wishes would be respected and understood by those involved in their care.

The provider's proactive approach to future planning ensured people were supported not only with their current needs but also to achieve their longer-term aspirations, maintain choice and control, and have confidence that their future wishes would be respected.