Yourlife (Clevedon)

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 the 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 registered manager and care staff 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 were involved in their care and support planning, and this was adaptable should people’s needs change. Care plans contained important information such as if the person had any interests, hobbies and a previous occupation. People’s care plans also contained how the person wanted to have their care needs met and how they wished to be addressed. Staff gave people choice and encouraged people to make decisions about their care and support and care plans contained people’s wishes if they wanted to retain their independence.

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 were encouraged and supported to attend social clubs and other activities within the assisted living complex, ‘The Pottery’.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People’s care plans and other information could be provided in alternative formats such as large print or an alternative language. Information was available to people either in their care plan, or within main areas of the building such as lobby or dining area. The registered manager was also accessible to people should people need to raise or discuss anything with them.

The registered manager supported people to share their feedback and raise complaints about their care and support. People’s feedback was sought through care plan reviews and customer surveys. The registered manager was accessible within the building should people wish to raise anything with them. People’s care plans contained the provider’s complaints policy. All people and relatives felt able to raise any concerns if they needed to. The registered manager kept a complaints log which confirmed the details of the complaint including any action and outcome. Staff involved people in decisions about their care and they could provide people with additional information, such as advocacy services, if people needed this.

The registered manager supported people to access the care and support they needed. People were supported by staff who had received training in equality and diversity. All staff we spoke with told us they respected people and their choices. Staff gave examples of how they respected people’s choices and how they provided this in people’s daily care routine. Care plans contained important information such as if the person held religious beliefs, and people and their carers could be supported to attend places of worship if needed. All people told us they felt respected.

People were supported in a person-centred way by staff and the registered manager. Care plans were detailed and provided information on people’s individual needs. Staff were provided with bespoke training sessions. This was an opportunity for staff to receive training in how to support the person, for example when new equipment had been provided. All people felt happy with the care and support they received and that the care provided was unique and met their needs.

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 registered manager explored this as part of people’s individual care planning. Where people expressed their wishes, this was collated and added to their care and support plan. Important information was held in people’s care plans such as if they had a “Do not attempt cardiopulmonary resuscitation" (DNACPR)decision.