Consensus Community Support - Surrey

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 since their registration in February 2024. 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.

People received person-centred care and support from staff who focused on their individual needs. The current service manager had made recent improvements to ensure people’s care records reflected their choices, preferences and desired outcomes, enabling staff to provide personalised care and support. A staff member told us, “When the care plans got reviewed this massively helped us to work with people more effectively.”

Managers reviewed people’s care and support and sought feedback to ensure it remained appropriate. Where changes were required, care plans were updated promptly and shared with staff, so they had access to the most up-to-date information to support people effectively.

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.

People had diverse individual needs, and their care and support was planned and delivered in line with these. Staff understood people’s needs well and provided flexible, person-centred support that respected their choices.

Managers ensured care was coordinated by working effectively with healthcare professionals to promote joined-up, consistent support for people.

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

People’s communication needs were assessed and recorded in their care records. Staff understood how to communicate effectively with people, providing information in accessible formats such as easy-read, pictorial, or large-print materials. This included information about rights, how to make complaints, and how to raise safeguarding concerns. Staff demonstrated understanding of people’s communication methods and used information in their care records to guide how best to support people’s individual communication needs.

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.

People were supported to provide feedback, raise concerns, and make complaints about the service. Managers were responsive to feedback, listened to people, and made changes where required. A relative told us, “I do feel listened to, and they will make changes when we ask for them.”

Arrangements were in place to investigate complaints, supported by a complaints procedure which set out how concerns would be handled and what people could do if they were dissatisfied with the response.

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

People received care and support at times that suited them, with daily routines and activities planned around their choices, preferences, and needs. Staff understood people’s routines and were responsive, accommodating changes to planned care as required.

Managers reviewed people’s care needs to ensure support was delivered in line with their preferences for how and when care was provided.

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 understood peoples’ right to receive care and support that met their individual needs. They received equality and diversity training to help them ensure people received fair and equal treatment. A staff member told us, “I stay up to date with my training and that teaches us on how to support people and not discriminate against them.”

People’s care records contained information about their individual needs, including those relating to communication, social, cultural, and religious needs and care was planned to ensure these needs were met.

Managers promoted a culture where people were supported to express their needs in a safe and inclusive environment and took steps to minimise the risk of discrimination to people at the service and within the community. A staff member told us, “[Person using the service] was [undertaking an activity in the community] and was trying to read out the names of other people playing and I made sure people listened to them and was not ignored.”