Consensus Community Support - Croydon

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 service since their registration in August 2024. 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 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.

People received person-centred care and support from staff, focussed on their individual needs. People’s records reflected their choices and preferences which helped staff deliver the care and support people wanted.

Managers routinely sought people’s feedback to ensure their care and support met their needs. When changes to this were required, they made sure these were made promptly and updated staff with the latest information about people and their needs.

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.

People had diverse, individual needs, and managers made sure that care and support was planned and delivered in line with these. Staff understood these needs and tailored the care and support they provided to meet these. They worked well with healthcare professionals so that people received coordinated and seamless support from all those involved in their care.

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

People’s communication needs were assessed and recorded in their care records. Staff understood people’s communication needs and provided information in a way people could understand. Information was available to people in formats tailored to their needs. For example, there were easy to read, pictorial information leaflets informing people about their rights and how they would be supported to make decisions, how to make a complaint and how to raise a safeguarding concern.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support.

People were supported to give feedback, raise concerns or make a complaint about the service. The registered manager told us, “People will email you if they needed to raise anything. Family members are very vocal too.”

People were listened to. Managers acted on their feedback to make changes people wanted. For example, ‘quality of life’ questionnaires were routinely completed with people. They were encouraged to give feedback about their care and support and anything they would like improved. For one person, managers had used their feedback to implement a more meaningful activities programme tailored to the person’s preferences. This had led to positive experiences and outcomes for the person as they now did more of the activities they enjoyed.

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

People received care and support at the times of their choosing. People’s daily routines and activities were planned with them, and they chose when and how they did things. Staff accommodated any changes people wanted to the care and support planned for them.

Managers reviewed people’s care needs at regular intervals to make sure care and support was provided to them when and how they wanted, in line with their choices and preferences.

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’s records contained detailed information about their individual needs including those related to their communication, social, cultural and spiritual needs. People’s care and support had been planned to ensure these needs could be met. A relative told us, “[Family member] loves to go to church, and they go regularly, which I am really pleased about.”

Staff understood people’s right to receive care and support that met their individual needs. They undertook equality and diversity training to help them ensure people received fair and equal treatment. A staff member said, “It’s about treating people how you would want to be treated.”

Managers took steps to minimise the risk of people experiencing discrimination related to their protected characteristics, when receiving care and support. The interim service manager told us, “[Person using the service] has a wheelchair, so we make sure there are accessible facilities for them wherever they want to go.”

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.

At the time of this assessment none of the people using the service required support for making decisions about their future, specifically for arrangements they wanted in place at the end of their life. However, managers were suitably experienced and knowledgeable about how to obtain information about people’s individual needs and their wishes for the care they might wish to receive and the resources and support that needed to be put in place to ensure these would be met.