Park 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 newly registered service. 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 choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

Clear care records were maintained outlining to staff how to care for people. The management team asked people who they wished to provide their care and they were involved in the decision as to which staff provided their live-in support.

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. Processes were in place so staff could liaise with other healthcare professionals involved in people’s care, as and when necessary.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Staff understood how people communicated and provided information in a way they understood.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care and support. Staff involved people in decisions about their care and told them what had changed as a result.

Information was available in the service user guide about how to raise concerns should they arise. A complaints policy was in place.

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

There was equal and fair access to the service. Equality and diversity policies were in place to ensure people were protected from discrimination and staff were respectful of people’s protected characteristics as defined by the Equality Act 2010.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care and support in response to this.

Staff asked people about their preferred names, pronouns and their religious and cultural preferences so that care and support could be delivered in line with their wishes and preferences. Staff were respectful of people’s individual differences.

At the time of our assessment no-one was nearing the end of their life. However, processes were in place if people required this level of support and staff had completed training in end-of-life care.