EVHM LLP - 5 High Beech Close

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 newly registered 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 had recently introduced electronic care planning and was in the process of transferring all records from paper folders to the new system. Support plans were as a result at different stages of development, but staff knew to check both paper and electronic versions if they needed the most up to date advice.

We observed that staff were flexible and adaptable to people’s changing needs to ensure the care they provided was always person centred. One person had received medical treatment the day before our visit. We saw that staff were flexible with this person and encouraged them to rest and take it easy following their treatment. They took time to talk with the person to make sure they understood that it was ok not to feel ok straight away.

People’s relatives told us they were kept informed about changes to people’s needs and involved in decisions about their care and support.One relative told us they would like more contact. It was recognised that due to the person’s health, visits had not been regular, but the person was supported to phone and send letters/cards weekly.

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 understood the importance of working closely with a range of professionals to ensure care was joined up. This included access to doctors, nurse practitioners, learning disability specialists and speech and language therapists. Staff understood the needs of autistic people and people with a learning disability and worked to ensure typical barriers faced by people were removed or mitigated against. The registered manager told us, “We make sure people have opportunities to live fulfilled lives. People’s choices were respected, they attended college courses, day centres and individual activities of their choice.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Staff understood people’s communication styles and information was available in a variety of formats including easy read. People’s individual needs had been assessed. People had regular eye tests, and one person was awaiting further tests in relation to their hearing.

The provider was following the Accessible Information Standard (AIS). The Accessible Information Standard tells organisations what they have to do to help ensure people with a disability or sensory loss, and in some circumstances, their carers, get information in a way they can understand it. It also says that people should get the support they need in relation to communication. Information about people that was collected and shared met data protection legislation requirements.

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’s views were sought using their preferred communication methods including during daily support, in meetings with their keyworker, and during house meetings. People and their relatives told us they felt comfortable raising any concerns or worries and that they would be confident concerns would be taken seriously. A relative told us, “I have no complaints but they [staff] are very approachable.” Another told us, “No formal complaints have ever been needed. If I have a concern, I have a quiet word with staff, and they tell the manager, and it is resolved.”

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

The service was proactive in arranging appointments as needed to meet people’s needs. One person had been waiting on a health appointment for some time due to a lengthy waiting list. A relative wanted their loved one to have hearing aids, however the health appointment was needed first to determine if there was other action that could be taken that might mean the hearing aids were not required. The registered manager confirmed the health appointment was now imminent.

Another person was awaiting a health appointment to assess their mobility. The service had chased the appointment and health professionals were supporting them in trying to bring this appointment forward.

The provider prioritised and gave resources as needed to tackle inequalities and achieve equity of access. For example, if a person needed hospital treatment staff supported them to provide reassurance, and where appropriate to aid their understanding of any advice received. There were arrangements to ensure care was always available and staff had support for any emergencies that occurred outside of office hours.

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 and managers expressed a commitment to ensuring people did not face discrimination and had equal opportunities. Staff treated people as individuals and made reasonable adjustments for anyone that needed them. Staff understood how the Equality Act applied to their role.

A staff member told us that one person needed support adapted to their changing mental health needs. At times the person was relatively independent but at other times their mental health was low, and they needed much more support. At times they could become distressed particularly when faced with changes in routine or unfamiliar situations. Staff worked closely with the individual, the staff team and visiting professionals to work consistently in meeting the person’s needs. Staff were trained to recognise early signs of distress. When these were exhibited staff used de-escalation and distraction techniques to help them settle. These adjustments helped the person to stay calm and provided them with the same opportunities for socialisation and participation as others in the home.

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.

One person had received additional health support with particular age-related health symptoms. They had been fully involved in discussions and treatment options.

End of life care was not required for anyone at this time. Whilst management and staff had actively supported some people with bereavement support, they had not taken steps to address advanced care planning for people with regards to an emergency medical situation and end stages of life. However, people’s decisions and plans in relation to goals, aspirations and what mattered most to them had been assessed and recorded.

Some people were able to share their views and in other cases, staff had spoken with family members to obtain their views. Some people had experienced the loss of a loved one and the service had sensitively dealt with these situations. A person told us the staff team had been very supportive to them when their loved one died, and they were deciding what they were going to do in memory of their loved one.