Cleveland Villa

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.

The provider ensured people were central to decisions about their care and support, working in partnership with them to respond to changes in their needs. Staff used personalised communication plans and regular engagement to understand people’s views, preferences, and choices, which were embedded into care plans. A staff member told us, “I feel I’ve had the right training to support [person’s name]. We had a getting to know [person’s name] session with a professional nurse. Additional training has also been provided by professionals.”

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 effectively with health professionals to maintain continuity of care. They made timely referrals to other services when needed, and staff followed professional advice to ensure people received appropriate support.

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

Communication care plans were in place and detailed how people chose to communicate and how information should be made available to them. The leadership team confirmed information was provided to people in a format they could understand. Staff were aware of people’s communication needs, what this meant for people and how to offer support with this.

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 felt they were involved with their relations care, and they were listened to when needed. There was a system in place to ensure complaints were responded to in line with the provider’s own policy and procedure.

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

The provider made sure that people could access the care, support and treatment they needed when they needed it. Staff understood the needs of people with a learning disability and worked hard to ensure barriers faced by people were removed or mitigated against. This included ensuring people had advocates who could represent them if needed. Staff had received training in equality and diversity to support their understanding of people’s individual needs, preferences and wishes and how to meet these.

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. They tailored care, support, and treatment to meet these individual needs, ensuring everyone could live full and meaningful lives. People were encouraged and supported to access community facilities and events that reflected their personal interests.

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.

People’s care records contained information relating to goals and future aspirations. These records considered risk and provided detail for staff on how to help people achieve positive outcomes.

Care records showed that end of life care had been considered, however the service was not providing any end-of-life care at the time of assessment. The provider was aware of what action to take if needed and would adopt a multi-disciplinary approach when developing or introducing these plans.