Jason Hylton Court

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 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 were supported to express their preferences and staff made efforts to accommodate these in areas such as meals, activities, and routines.

People told us they felt they were involved in their care and any decisions regarding it. People’s care plans were detailed and reflected their care needs.

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.

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.

The provider worked with health professionals to ensure people’s 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 provider 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. Information was provided in accessible formats as required, such as easy read or large print. This supported people to engage with their care and understand the options available to them.

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.

Relatives 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 reviews, to be involved in decisions about their care, and carers were invited to contribute to planning where appropriate.

Meetings were organised for people using the service and their relatives to give people the opportunity to have their say and provide any feedback, however these were poorly attended. The management team felt this was because people and their relatives were able to speak with when they needed to which deterred them from set meetings. Complaints were managed in line with the provider’s complaints procedure.

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

People had access to the care and support they needed. Referrals to other services were made when appropriate. Adaptations and adjustments were made to help people access the building and parts of the outdoors.

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.

People told us about how they accessed healthcare services. Some people told us how staff helped them attend any hospital appointments and helped to arrange transport to these.

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.

When appropriate, staff had sensitively discussed people’s wishes and decisions for their end-of-life care. People’s care records contained any advance decisions they may have made.