The Roof Support Services Uk Ltd

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 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.

Care plans included personalised information and were regularly reviewed and updated. Records showed support was adapted to individual circumstances, with clear guidance to help staff provide consistent, personalised care.

Staff told us they understood people’s needs and respected their wishes. One staff member said, “There is information in the care plan, and I get to know the people, so I know what they like and dislike and how to support them in their preferred way.”

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.

Managers and staff worked closely with health and social care professionals to ensure people received coordinated care. Advice and information from relevant professionals were recorded in care records and shared with staff, supporting continuity of care and smooth transitions between services.

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

The provider was working in line with the Accessible Information Standard, ensuring information was available in formats that met people’s needs, including easy read, large print and other languages where required.

People’s communication needs were assessed and recorded in their care plans, including any support required with hearing, vision, or speech. Staff understood these needs and adapted their communication, accordingly, using methods such as gestures, non-verbal cues, and people’s first language where appropriate.

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.

The service maintained a clear record of complaints, showing details of investigations, actions taken, outcomes and lessons learnt. Staff regularly checked in with people and their relatives, listened to their views and sought their feedback. Relatives told us they had not had to make any complaints recently but knew who to contact if they had any concerns. A relative said, “I would absolutely feel happy speaking to the manager if I ever had an issue or concern.”

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

People received appropriate care and support at a time which suited their individual needs. Staff supported people to access the services they needed. For example, attending medical appointments and being out and about in the community when this was part of their planned care.

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.

People experienced care that reflected their individual circumstances, preferences and desired outcomes. Staff took time to understand what was important to each person and provided support that promoted their dignity, independence and wellbeing.

People were supported to express their views and make choices about their care and daily lives. This helped ensure people received personalised support and experienced outcomes that were important and meaningful to them.

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.

The provider helped people plan for the future. They asked them about their wishes for future care and objectives they wanted to achieve. Staff provided care which helped people work towards these objectives. At the time of our assessment, no one using the service was being cared for at the end of their lives. Staff had undertaken training about providing end of life care and had done so in the past.