Healey Supported Living Service

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 79 (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 was exceptional at making 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 planning reflected a strong emphasis on choice and control, with people actively involved in decisions about their routines, meals, environment and activities. Staff used a range of communication tools, including visual aids and communication passports, to support understanding and engagement. Where people had specific health needs, such as dietary requirements, staff worked collaboratively to adapt support in a way that promoted healthier outcomes while maintaining choice.

People were supported to develop and maintain daily living skills, including cooking, shopping and managing their home environment. Opportunities for meaningful activity were available both within the service and in the community, including attendance at day services, employment opportunities and leisure activities. In-house initiatives, such as themed cooking sessions and regular meetings, promoted social interaction, cultural awareness and involvement in decision-making. Systems such as “you said, we did” boards demonstrated that people’s feedback was listened to and acted upon.

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 completed detailed handovers for each person, which included information on daily tasks and activities undertaken, medicines administered and any incidents. For example, handovers documented where people completed incident forms and body maps. This supported continuity of care and ensured staff were informed of any changes in people’s needs or risks.

Guidance from external professionals, such as speech and language therapy and learning disability teams was reflected in care planning, with clear instructions to reduce risks, for example during mealtimes. People at a higher risk were supported with staff members during mealtimes.

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

The provider ensured information was accessible, with a range of easy read documents available, including guidance on emergency procedures, fire safety and how to raise a complaint. Easy read hospital passports were also in place and accessible, supporting people to understand and communicate their needs. Staff also used visual resources to support peoples understanding.

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 held regular meetings where people were encouraged to share feedback and contribute to discussions about how the service was run. People were able to bring their own agenda items, for example, requested trips and planned seasonal events such as Christmas and summer activities. Staff responded to these requests and supported people to explore their ideas safely, for example considering accessibility needs when planning shared dining experiences. Records showed that staff acted on feedback provided and followed up on requests such as liaising with family members, demonstrating a responsive and person-centred approach.

Relatives we spoke to told us they were invited to the service to attend monthly coffee evenings and activities. Relatives described the services as “a welcoming family atmosphere.”

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

Systems were in place to support health and wellbeing, including monitoring of appointments, health action planning and regular weight recording. Staff followed guidance to support attendance at appointments and promote engagement in activities and skill development. Relatives told us staff supported access to healthcare and kept them informed, with one family member stating they were updated following appointments.

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.

The provider ensured care and information was provided to meet individual communication needs. For example, staff used a range of communication aids, including easy read materials and visual prompts, to support people with learning disabilities to understand information and express their views. People were actively listened to and involved in decisions about their care, which helped to promote inclusion, reduce barriers to engagement and support equitable access to services and positive outcomes. Where appropriate, adaptations were made to ensure activities were accessible and inclusive, for example considering mobility needs when planning shared events.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future. Care records demonstrated a person-centred approach, with people supported to achieve outcomes that were important to them, promoting independence and choice. While not all people had engaged in formal end of life care discussions, systems were in place to respect people’s wishes where these had been expressed, and there was a clear focus on supporting people to achieve meaningful goals and maintain control over their lives.