Rotherview

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 as 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 knew people well and understood their needs and preferences. We saw many friendly and positive interactions between staff and people. Care plans contained information about people’s histories and backgrounds. The registered manager worked with families to understand people and develop their care plans further as they got to know people properly. Care plans were person centred and developed around people’s needs and clearly outlined how people wished to be supported.

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 were supported by a dedicated, consistent, core team of staff who knew them well, which provided a continuity of care for them. People said they had access to a range of health and social care providers when needed. Appropriate and timely referrals were made to health care professionals. Key events were shared with people via meetings, notice boards and memos. People were supported with activities in their local community. This meant people experienced consistent, joined-up care that met their ongoing needs.

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

Since 2016, providers of publicly funded adult social care have been legally required to follow the Accessible Information Standard, which ensures people with disabilities or sensory loss receive information they can understand, with the right communication support. These standards were consistently followed.

Information could be provided in a range of formats that were tailored to individual needs. The home gathered information about people’s communication needs.Easy read documents, pictures and symbols were used to assist people’s understanding. We reviewed an example of a document used to communicate and record people's responses to questions regarding health wishes.

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 said they would be comfortable to raise any issues about their family members care and support should they need to, and they told us they were confident they would be listened to. People, relatives and staff were encouraged to give feedback about the service.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Adjustments to how and when people accessed the service were made as required to meet people’s needs. People had health passports which set out how they communicated and how to support them. Staff clearly understood people’s needs and the barriers they may face when accessing external services. This enabled other professionals to provide care and treatment in a more accessible and person-centred way. People and those important to them knew who the registered manager was and how to access them during office hours. When the registered manager was not on site, staff knew how to request management support if 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. Activities were tailored to peoples likes and based on their interests. They were able to engage in 1 to 1 or group sessions according to their wishes. Activity timetables were flexible depending on people’s daily choices. People were supported to go out on trips and excursions. Activities within the service were also provided by staff, for example card making.

The provider had policies, training and systems in place to encourage people and staff to speak up about equality and diversity. There was a whistleblowing policy in place encouraging people and staff to speak up.

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 were supported to set goals and make plans for their future needs. Care plans were updated regularly to reflect any changes in need and people’s decisions were seen to be respected and supported.