Beach 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. This is the first assessment for this newly registered 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’s support records were detailed with person-centred information, such as, family relationships and interests. Support plans had a level of information about how people liked to be supported. The registered manager shared examples of the way they and staff had worked with people and their family to increase trust and confidence in receiving support. The provider deployed an online care management system which staff updated when required. Staff confirmed they could access relevant information via the app which ensured people received person centred care.

We observed a culture of person-centred care. People had wide ranging activities, and these were individual to each person. Where group opportunities were available, people were asked if they wanted to participate, we saw this and some people did, other chose not to and staff offered alternatives.
 

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.

Staff worked consistently to meet people’s assessed needs, which supported continuity of care Records were detailed and included support plans, risk assessments, PBS plans and mental capacity assessments. These reflected people’s individual health needs, including epilepsy, diabetes, learning disability and autism, and helped ensure continuity of care. Effective partnership working with external agencies meant that people received consistent support, and people’s health care needs were responded to in a timely manner.

People and families said they valued consistency and managers told us they were working hard to keep the staff recruitment and retention to a good level to continue to provide as much consistent support as practicable.
 

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

Staff received training in communication support. Staff told us they felt understanding people’s communication needs were fundamental to providing good support. Easy read information was available, including mental capacity information and complaints information displayed within the service. Staff used visual supports, photographs and activity planners to help people understand choices and routines.

We observed staff to take time to explain things and helped with activities like reading and breaking down the information to aid understanding where required.

Staff and the registered manager also told us of the frequent contact with people’s families so they could know what was happening in their relative’s life if their relative could not tell them themselves. There was also an app families had to see photos and information. We were shown some of these and they recorded events and activities well.
 

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support.

Staff explained what they were doing during tasks and offered reassurance and encouragement. Observations showed staff praising people and supporting them to make choices, including about food, activities and routines.

People’s and relatives’ views were sought and acted upon. Relatives were actively involved in reviews, decision-making and best interest processes. Feedback recorded described leadership as open, approachable and willing to take time to explore concerns.
 

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

The registered manager and staff made sure people had access to health and social care professional support. We saw records to confirm people had access to health care and staff supported them where they needed reasonable adjustments to aid access. For example, short waiting times in the GP surgery waiting areas to reduce stress for the person.
 

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.
One person showed a strong interest in collecting litter in the local area. In response, the registered manager obtained a litter-picking stick from the local council, and staff began supporting the person to take part in regular litter-picking activities. The person was reported to enjoy this, and photographs we saw reflected a positive and engaged demeanour.

People’s support planning was consistent, and the provider sought to provide a person-centred service that acknowledged people’s differences and needs. The registered manager and provider were alert to potential inequality issues. Each person’s care plan identified any equality needs and how these impacted their care needs, while staff understood their role in ensuring people's equality and diversity needs were met. Staff received training in diversity, equality 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 registered manager acknowledged the reluctance of some younger adults with learning disabilities and their loved ones in discussing end of life support. When a new person started support, end of life wishes were sought as part of the assessment process. The registered manager explained how they supported people with end-of-life care demonstrating they understood the need to involve families, respect peoples advanced wishes and collaborate with professionals on medical treatment.