Chocolate Works Care Village

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 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 registered manager 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.

Documentation supported person centred care and staff were passionate about ensuring people received care which was specific to their situation.

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.

The service worked well with partners and were able to source additional support when people’s needs changed. Managers and staff had a good understanding of how to support people and provided training in this area to reflect the diverse needs of the people. A visiting professional told us, “Staff are approachable. If I ask them to do something, they are reactive.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Information was available in a wide variety of formats which met people’s different communication needs.

The registered manager 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.

There were regular “resident and relative meetings” where people could share their views openly. People’s views were listened to and acted upon promptly and the minutes of meetings were readily available for visitors to review.

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

There were no barriers to people accessing the service or their care and support. The premises were fully accessible, and people did not experience any challenges with accessing external support from visiting professionals.

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.

Care staff had undertaken equality and diversity training. Staff, people and family members did not identify any concerns about discrimination.

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 had end of life care plans in place which were sensitive and clear on the support someone would want. One visiting professional considered staff were not as confident providing end of life care. They said, “I feel at times staff can appear anxious about giving end of life medication. Staff recognising that a person is needing end of life medication is sometimes missing.” The provider acknowledged that lesser experienced staff can feel worried about this but overall the provider considered the service gave good end of life care.