Parkside

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 68 (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 did not always make sure people were at the centre of their care and treatment choices and they did not always work in partnership with people, to decide how to respond to any relevant changes in people’s needs. Care records were not updated regularly to support staff to support people. For example, we identified a manual handling risk assessment made reference to specific equipment and guided staff on how to support a person with their mobility. However, the care records had not been updated to record the up-to-date details of the specific equipment. The care records also stated the person required a high level of support in relation to their behaviour management. However, there was no guidance for staff to support the person. Staff told us, “Care is given to a particular person based on what that individual client needs” and, “I focus on the individual and their specific needs making sure their dignity is protected. It’s important to respect people and treat them compassionately. We talk to them and get their consent. It’s no use just walking in and doing the tasks.”

The provider understood the diverse health and care needs of people and their local communities. Leaders told us they worked with multi-disciplinary professionals and staff told us, “ [It is] important to involve people in decisions about their care. It’s important we work as a team, and treat people with, dignity, respect, kindness and, understanding. We listen, reassure and spend time with them after providing care to combat social isolation and do ad hoc calls to check how people are.” The provider had a business continuity plan.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Leaders told us they use visual aids. For a person we identified the provider had actioned a person-centre care plan with pictures.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Leaders told us if they received any concerns they would investigate and share with their team. The registered manager told us they had sent letters to people in the past 6 months requesting feedback although they did not have a record of this. The service had a complaints log. Relatives told us when they had raised concerns with the office, the concerns have been dealt with, there were no communication problems and they received questionnaires.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Leaders told us they have an on-call service. Relatives told us the provider listened to them, was flexible and gave us an example of when the provider called the ambulance when a person fell and waited for it to arrive.

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. Leaders told us they provided training for staff and were able to give us examples of inequalities people may experience. For example, if a person required wheelchair access, the provider would check there was access to the building beforehand and we were told, “We are aware of barriers through initial assessments.” Staff told us care was provided, “according to preferences, own beliefs, culture, and religion, as well as the rights of the person” Staff also said they would “focus on the needs of each person as each person is different.”

People were not always 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. Leaders told us they knew this was part of the care planning. For one person, we identified there was a section to be completed for ‘Advanced Care Plan’. However, this had not been completed and only referred to the person requiring a reassessment of capacity. People’s care records did not have evidence of conversations or support which had been offered for future planning to support people with major life changes including when they were coming to the end of their life. However, a manager told us of one person whose care records specified about not having medical treatment due to their beliefs and if a person’s health was to deteriorate, the service would discuss this with them.