31-32, Southernhay East

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

We assessed all of the quality statements within this key question. Our rating for the responsive key question is good. People received care and support that was tailored to them and their individual needs. People were encouraged to speak up and raise concerns if they had them. People felt they were involved in planning their care. There was partnership working to make sure that care and treatment met the diverse needs of the people using the service.

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.

People told us the care received was person centred. People and relatives’ comments included, “I always see the Saturday carer and yes I think the carer has all the information she needs and they seem like they are looked after by the agency and the one I see on Saturday and all of them are all friendly and kind” and “[The care worker] is just so kind and caring and works at my Mum’s pace and my Mum has hardly any sight now and [care worker’s name] will tidy up as well as doing all the tasks, she goes above and beyond.”

Management were involved in delivering care to people and ensured care was centred around their needs and preferences. Staff understood the needs of people and involved relevant external professionals when needed. People’s care records were person-centred with care being provided by consistent staff who knew people well.

People told us they experienced continuity in their care delivery.

Care was delivered around people's needs and staff and managers knew people well. The registered manager told us they had formed a positive relationship with local partners and worked openly with them.

Healthcare professionals were involved in the care people received. They were also involved in reviewing people's care. They were positive about the care people received.

The provider had systems and processes in place to understand the health and care needs of people using the service. The service ensured they had relevant health information about people before beginning a package of care. The registered manager worked with professionals such as community nurses, social workers and GPs to achieve joined-up visits to support choice and continuity of care.

People were given relevant information about their care in ways that meet their communication needs.

Managers and staff knew how to communicate well with people.

Information was provided to people in a way that met their needs. The provider had systems and processes to assess people’s communication needs and identify if information was needed in an accessible way. The registered manager told us they had not needed to tailor their care plans however, the registered manager explained they would provide information in an accessible way if it had been identified or needed to meet people’s individual needs.

People told us they felt comfortable speaking with their care workers and the management team. People we spoke with told us they knew how to make a complaint, and relatives told us where they had raised a complaint the registered manager had taken action. However, one person said this was not the case and the registered manager said their concerns were known but there were no formal records. This was rectified during the site visit.

The registered manager told us about several different processes for staff and people using the service to raise concerns. They expressed that the staff team were open with the management team and would pick up the phone to discuss any concerns. However, records of complaints and actions taken to monitor any patterns was lacking to ensure all staff were aware of any information relating to complaints and to prevent recurrence. We fed this back to the registered manager, and they addressed this on the day of our assessment setting up a system to record and analyse any complaints. The registered manager and staff understood the need to listen to and act on people’s feedback.

The service had a complaints policy. No complaints had been recorded since the service had been registered. However, 1 person did raise an issue about the service with us which was unresolved. The registered manager knew about it, but had not recorded it. No-one else raised any issues with us during our assessment and said they knew how to make a complaint. The registered manager had recently provided the people using the service and their relatives with a survey to give them an opportunity to formally provide feedback. This feedback had not been comprehensively analysed to identify improvements needed. Senior staff had not fed this back to staff to ensure they knew what went well and what could be done better. The registered manager said they would improve their systems and processes relating to complaints and feedback.

People raised no concerns about accessing healthcare appointments They felt able to access relevant healthcare professionals when needed.

Staff knew who to treat people with respect and equity. Partners working with the service did not highlight any concerns in relation to how the service works in-line with the Equality Act 2010 and people’s protected characteristics.

Evidence gathered from partners indicated the service worked well with relevant stakeholders. We found people accessed the care they required. In our conversations with people, relatives, staff and the management team, we did not receive concerns in relation to people using the service being discriminated against or not having access to the care they required.

People and relatives told us receiving care from 31/32 Southerhany East had a positive impact on their lives and all told us they would recommend the service. Their comments included, "They do everything well.”

Staff knew how to treat people with respect and fairness.

In our conversations with people, relatives, staff and the management team, we did not receive concerns in relation to people using the service being discriminated against or not having access to the care they required.

People did not discuss their end-of-life planning with us. The service was not caring for people who required end of life care at the time of this assessment.

Managers knew they could contact other healthcare professionals if people required end of life care. Staff would then receive end of life care training.

The needs of people were assessed before commencement of care and the managers told us they would seek additional support from relevant healthcare professionals, if they were supporting people who required end of life care.