Bennethorpe House

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 the provider met people’s needs.At our last assessment we rated this key questiongood. At thisassessmentthe rating hasremainedgood.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. Care was person-centred and each person's unique identity was supported and maintained. People’s rooms were decorated in line with their personal tastes and preferences.

The provider understood people’s diverse health and care needs, so care was joined-up, flexible and supported choice and continuity. People were supported by a consistent team of staff who knew and understood their care needs. The consistency of support ensured people received joined up care and support which met their identified needs.

The provider supplied appropriate, accurate and up-to-date information in formats tailored to individual needs. Picture boards were used to communicate plans and activities with people. Easy read flash cards and easy read documents were also available for people. Members of staff knew people and understood their preferred methods of communication.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Members of staff involved people in decisions about their care and told them what had changed as a result. We observed people were engaged in conversations about their care and support. Questionnaires were completed by family members to identify what aspects of care and support were good and where changes could be made to support improvement. A member of staff told us how they get feedback about people’s experience of care and support, “People are encouraged to come to staff or speak to visitors or professionals. They have regular meetings with various departments and they can talk about any problems or issues they may have. Families are also involved by asking them to fill in a questionnaire regarding their care and support and if they are happy with how their loved ones are looked after and supported.”

The provider made sure people could access the care, support and treatment they needed when they needed it. The management team were knowledgeable about inequality which could disadvantage people’s access to care and support. The provider ensured timely and appropriate referrals were made to local health and social care services.

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. The service provided equitable care and support which ensured people, regardless of their communication abilities or complexity of needs, received personalised, respectful and consistent care. Members of staff knew people well which enabled them to understand and respond to individual preferences, aspirations and health needs effectively. People were supported to access a wide range of community activities including attending specialist activity clubs, discos, shopping and holidays. Members of staff empowered people to make meaningful choices about how they spent their day and promoted active participation in the local community. A member of staff said, “People are encouraged to maintain a good social life. They enjoy lots of activities which they choose to do and enjoy. For example, people enjoy activities such as bowling and bingo, going out to cafes for drinks and also activities they choose to do by themselves with staff. Choices are always given and their needs and preferences are listened to and risk assessments are in place to ensure everyone is safe and well.”

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. Conversations about end-of-life planning had taken place and people’s wishes were recorded in their care plans. Some people had chosen not to engage in conversations about future planning in relation to end-of-life care and support.