Ravens Care Kettering

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 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. Staff understood what person-led care meant and shared examples of this in practices, such as supporting people to make decisions about their daily lives, offering choices, and adapting their approach to reflect individual routines and preferences.

During our visit, one person proudly showed us their artwork and crochet pieces. They spoke about an upcoming holiday, with staff providing gentle prompts about the facilities available. They also told us about going to the salon for a haircut, showing the positive impact on their wellbeing.

Support plans were comprehensive and reflected people’s preferences and what mattered to them. They provided clear guidance for staff to support individuals safely while promoting independence, such as maintaining structured routines and giving advance notice of appointments or activities.

Staff told us they were matched with people based on shared interests and preferences. One staff member explained that shadowing experienced colleagues supported their understanding of person-centred approaches. Staff recognised the importance of personal space, family life, and social opportunities. They supported positive risk-taking to promote wellbeing and independence, including using public transport and developing daily living skills such as meal preparation and household tasks.

Overall, people received tailored care from staff who knew them well and supported them in a respectful, compassionate, and person-centred way.

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. They worked collaboratively with a range of professionals, including GPs and learning disability health and social care teams, as well as staff from day services people attended.

Staff communicated effectively with colleagues and external professionals to ensure care was well-coordinated and met the person’s needs. Feedback from a health and social care professional was positive in relation to the support provided to people and communication.

A person told us they were supported by staff team who they trusted, and understood their needs and routines, and provided care in a way that suited them. Information was shared effectively through clear systems to update staff, ensuring continuity of care without repetition. Care records advice was sought and referrals made promptly when people’s needs changed or health concerns arose.

Overall, people received well-coordinated, consistent care delivered by staff who worked effectively with each other and external partners to support positive outcomes.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. They met the requirements of Accessible Information Standard, ensuring information was available in ways people could understand.

Key documents, such as tenancy agreements, hospital passports, and activity plans, were provided in accessible formats, including pictorial, large print, easy-read, and alternative language versions where required.

People’s communication needs were assessed as part of assessment and care planning, including consideration of hearing, vision, and speech.

Staff were trained to communicate clearly in ways that people understood, and used gestures, flashcards, and signs where appropriate. we observed the person engaging in conversation on a range of topics and sharing their interests. The staff member said, “[Person name] is happy talking but if they are quite or withdrawn it could mean they are concentrating or that something's not right, and you know what to do.”

Systems were in place to store confidential information securely, and the provider ensured compliance with the General Data Protection Regulation (GDPR). Staff were trained in GDPR and understood their responsibilities when handling personal information. Electronic devices were secure and password-protected, helping to ensure that private and sensitive information was only accessed by authorised persons.

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.

Management utilised a range of mechanisms to encourage feedback, including complaints and compliments systems, care review meetings, key worker sessions, and surveys. These were available in accessible formats to ensure people could understand and engage with them.

Survey responses from people were reviewed individually, with further work underway to analyse the results and identify themes and areas for improvement.

Staff told us they involved people in decisions about their care and confirmed that changes were made in response to feedback. Records demonstrated that decisions were clearly documented and, where necessary, support plans were updated accordingly.

The complaints policy and procedure had been explained to people in a way they could comprehend. During our visit, one person told us, “I would tell [staff name] or one of the other staff who come, if I was not happy about something.”

Systems were in place to ensure all concerns were recorded, investigated, and analysed to identify trends and help prevent recurrence. Staff told us that any lessons learned were shared appropriately. Compliments received were shared with staff, with particular recognition given to individual team members for their positive contributions.

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

People received care and support in line with their assessed needs, abilities and aspiration with staff ensuring support was provided consistently and as planned. During our visit, one person told us they were supported by staff to access health services when needed. Care and support provided was personalised to reflect individuals’ needs, preferences, and abilities and ensured equipment where needed promoted the person’s independence, comfort and safety.

Staff demonstrated a good understanding of the people they supported and worked in partnership with them to promote inclusion and independence. Where appropriate, people were supported by staff of their preferred and compatible gender, reflecting a person-centred approach. The provider’s on-call system ensured that staff had access to support and advice at all times, and staff told us that responses were provided promptly when required.

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.

Staff received training in equality, diversity, and human rights, and were supported to treat people fairly and consistently and relevant policies were in place to support inclusive practice. They demonstrated an understanding of the barriers that people with a learning disability and autistic people may experience.

During our visit, one person told us they felt confident using public transport to visit family and had developed skills that enhanced their independence and quality of life. Support plans reflected what was important to the person and were reviewed regularly to ensure they remained up to date and continued to meet their needs, supporting progress towards their personal goals. This helped ensure people experienced reliable care and positive outcomes, regardless of their individual circumstances.

Feedback from a health professional highlighted staff commitment, stating, “Prior to the equipment being installed, staff were monitoring the person’s seizures through being vigilant at night,” demonstrating a person-centred approach to supporting health and wellbeing.

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.

At the time of the inspection, the service was not supporting anyone receiving end‑of‑life care. Where appropriate, people’s end-of-life wishes were discussed and documented, in line with their preferences and those of their relatives.

The registered manager and care manager explained that not everyone felt ready to engage in these conversations, and this was respected and revisited sensitively over time. They confirmed that, should end-of-life care be required, they would work closely with the person, their relatives, and relevant professionals to ensure care was delivered in line with the person’s wishes and all needs were appropriately met.