Springfield Healthcare (Sheffield)

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 64 (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 who worked regularly with people were familiar with people's individual routines and likes and dislikes. They were aware of the importance of providing person centred care and offering people a choice in relation to how they chose to live their lives. However, people did not always feel listened to around call times and consistency of staff and some care plans did not contain enough information to allow new staff to get to know people well or to deliver person-centred support. One person told us, “Some know, others don’t. I prefer them to know what I need before they come.” Another person said, “They follow the plan well and get things done.”

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 people’s cultural needs and the diverse communities which they served. Care records confirmed relevant health and care professionals were contacted when people needed to see them. Systems were in place to monitor and review care, this included provision to ensure consistent care was delivered. The provider was working hard to address challenges they encountered on taking over support. Overall people, families and staff acknowledged that improvements had been made but some improvements were still needed.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Information was given to people when they first started using the service, so they were aware of their rights and choices including information on how to make a complaint. People were provided with a copy of their care plan and were involved in their care planning. Information was available in formats to meet individual needs, such as easy-to-read versions, large print, braille or information provided in different languages. Information about the accessible information standard was present in each care plan to guide staff.

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. However, we received concerns from some people and relatives around communication. One person told us, “They don’t let me know if they’re going to be late. I call the office when they’re late, but they don’t bother calling me.” Another person told us, “Communication could be clearer when there are changes to the rota.” Others felt that communication had improved. One relative told us, “Communication from the office is much better recently.” We received reassurance from the provider that they would explore concerns raised and would continue to review and implement improvements to calls and communication.

Some relatives felt that although they had access to information on the electronic care recording system through an App, they had lost the ability for two-way communication with carers. One relative told us, “I used to have effective communication with the carers when we had a book, and we could write bits and pieces in it, and they could tell me we’re running short of this or that. Now it’s on their phones I think the communication has reduced.” We discussed this with the provider who advised that communication books were still available for people if they wanted them and some had already been reinstated. The provider agreed to inform people and families that this was still an option.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Staff supported people to access services in a timely way. Records showed people were supported with healthcare. Staff were responsive to people and overall ensured they received care and support in line with their preferences and needs. People were treated fairly and equitably.

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. Managers and staff understood their responsibilities in ensuring people’s treatment and support promoted equality, removed barriers, or delays and protected people’s rights. The provider completed regular care reviews to ensure people’s care continued to meet their needs and new goals could be set. 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 not always 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. Some care plans needed more information about future goals and aspirations including at the end of life. Recording of some DNAR (Do Not Attempt Resuscitation) decisions in care plans needed to be clearer to guide staff more effectively in an emergency. Care plans were updated regularly to reflect any changes in need and people’s decisions were seen to be respected and supported.