Carisbrooke House

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. This key question has been rated good.

This meant people’s needs were met through good organisation and delivery.

This service scored 68 (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 did not always make sure people were at the centre of their care and treatment choices and they did not always work in partnership with people, to decide how to respond to any relevant changes in people’s needs.

Care plans and related documentation had not always been updated in a timely way when people’s needs changed. Care plans we reviewed contained information from when people transitioned into the service, however these were now out of date and did not reflect people’s current care and support needs. This meant that people were at risk of receiving incorrect care and support.

Despite this, staff were able to tell us how they supported people, met their needs and they knew people’s interests and routines. Professionals were complimentary about staff knowing people and the person-centred approach to care.

The provider understood the diverse health and care needs of people using the service and of the wider local community. This ensured that care delivery was joined‑up, flexible and centred around people’s individual choices, preferences and continuity of support.

Where people were supported by other services, staff worked in a transparent, collaborative and open way to ensure care remained coordinated. We saw evidence of regular communication with external agencies which supported a shared approach to planning and reviewing people’s needs. Records showed that meetings with external stakeholders had taken place, and we observed this coordination happen during the assessment. This helped ensure that information was shared appropriately and that people experienced seamless transitions between services.

The service maintained close oversight of staffing levels to ensure safe and consistent support. We reviewed documentation showing routine meetings focused on workforce planning. During these discussions, managers monitored rotas against assessed staffing requirements to ensure people’s needs were met. When staffing temporarily fell below the required level, the provider took prompt and effective action. They made use of regular agency staff who were familiar with the service and its routines, which helped maintain consistency and reduce disruption for people.

Feedback we received indicated the service worked with commissioners to ensure continuity of care was maintained. Commissioners reported that the provider engaged well in care reviews and responded proactively when people’s needs changed. This helped ensure people living at Carisbrooke House received the appropriate level of support in a timely and person‑centred manner.

The provider ensured that people received appropriate, accurate and up‑to‑date information in formats that met their individual communication needs. Staff took time to understand each person’s preferred way of receiving and processing information, and the service made reasonable adjustments to support this.

The service had effective processes for identifying people’s individual communication requirements. Staff demonstrated detailed knowledge of how best to communicate with people, including interpreting body language, facial expressions and other non‑verbal cues. This helped ensure that important information was shared in a way that people could understand and respond to.

For some people, visual communication tools were in place. We saw examples of pictorial daily routines being used. These visual schedules supported people to structure their day, understand upcoming activities and make choices. Staff and people receiving support updated the pictorial routine together. This helped promote independence, predictability and a sense of control for the person.

Although care plans were not provided in an easy‑read format, people still received information in a way that met their needs. Staff used their understanding of each person to communicate key information clearly, ensuring that people remained fully informed about their care, preferences and daily arrangements. Feedback showed that staff communicated with one another and with people using the service, so everyone remained up to date with what mattered most to those living at the home.

The provider created an environment where people felt comfortable sharing their views, ideas and concerns about their care. People were actively encouraged to express feedback, and the provider made it easy for them and those important to them to raise complaints or make suggestions about their support. Staff involved people in decisions about their care and ensured they were kept informed about any changes made as a result.

Policies and procedures were in place regarding complaints, providing a structured and transparent process for responding to concerns. People using the service told us they felt able to raise any issues directly with staff or the manager and were confident they would be listened to. One relative shared that feedback mechanisms were accessible, saying, “Yes, I join the meetings otherwise [person] wouldn’t go.” This demonstrated that the service made efforts to include families in discussions when needed, helping people feel supported to express their views.

People and relatives also told us they felt staff responded appropriately when concerns were raised. One person commented, “I feel they listened to what was needed and made adjustments,” indicating that feedback led to meaningful change and improvements in care.

We reviewed the complaints log and found it recorded complaints received, actions taken in response and the date the complainant was contacted. This demonstrated an accountable approach to handling concerns.

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

Staff and leaders told us how people were promptly referred to healthcare services and external services if it was needed, free of discrimination.

We saw where people had been referred to specialist services, as well as where people had been supported to access dental care. We also saw referrals had been made to advocacy services where appropriate so that those who lacked capacity had someone to represent their views and wishes.

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 complied with legal equality and human rights requirements, including avoiding discrimination, having regard to the needs of people with different protected characteristics and making reasonable adjustments. The registered manager shared examples where they had advocated for people to be seen by health professionals where it was required.

Where people required support with their mental health and emotional support such as when experiencing anxiety, staff proactively sought out ways to address these barriers to improve people’s experience. One staff member explained how they had found ways to support a person who had tried to ingest harmful substances. They provider had purchased sensory objects that would not cause harm to this person. This shows the provider has used creative thinking to support people and improve their experiences.

People were not always 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.

Whilst people had just started their adult life at Carisbrooke House, there was limited information in care plans regarding discussions of any future goals or wishes.