Hopscotch Women’s Centre

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 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.

It was evident from care plans and risk assessments we viewed that people were involved in their care planning with their individual needs at the forefront. When people’s needs changed, the service raised this healthcare teams and commissioners appropriately.

Partner agencies told us, “The provider does seek input when people’s needs increase/decrease and will request reviews or additional support where required.”

A person said, “When the care first started, the agency came to speak to me, and my [family member]. We were all there for the meeting. They then arranged for the care to start.”

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.

Some people and staff told us that continuity of care staff could be improved. Those who had the same carers visiting spoke favourably of this and staff felt they could build professional relationships with people if they were more consistency. We discussed this with the provider who had already identified that systems to improve the staff rota needed to be explored and work to attain this was underway.

The provider worked with people’s local services for both care and recreation. The service was actively involved as part of the multidisciplinary team overseeing people’s care. Other members of that team told us Hopscotch were engaged with their services and made referrals appropriately.

People were supported to access community services such as day centres or the local area. The Women’s centre itself is a core part of the local community and the close ties with them allowed access to knowledge of relevant local services.

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

People had access to their care records in their homes. Staff we spoke with understood the need to ensure confidentiality and were clear about who people did or did not want information shared with. This was also recorded in care plans.

There was a GDPR policy in place and records were only shared where people had agreed to this.

Healthcare partners told us information shared with them was appropriate and was done so securely.

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.

People and relatives told us they played an active part in reviewing their care needs. They told us they felt able to raise complaints and were listened to even if changes were not always made.

People were regularly asked for feedback on their care, and the provider communicated any actions taken as a result.

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

People told us that care visits were carried out at a time that suited them and the service were receptive when asked for changes. A person told us, “They are quite accommodating. When I must go to the hospital, my [relative] calls to cancel the care calls. They work around it.”

Care plans we saw detailed people’s specific needs such as communication or equipment used.

Partner agencies told us they had no difficulty in contacting the agency when they needed. There were clear contacts for staff outside of office hours.

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.

Staff undertook equality and diversity training. Additional training for people with specific characteristics was provided. This included those from LGBTQ+ communities and people who may have experienced trauma.

The service had an equality and diversity policy. Staff knew how to access this information, and it was reviewed regularly.

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.

Care plans included people’s aims for the future. This included taking in to account any potential increase or decrease in care and support needs.

End of life discussions took place and were recorded clearly in people’s care plans. This included any instruction for emergency resuscitation. The information was clear for care staff to find. Reviews of care plans included details of these discussions or for those who did not want to discuss these matters, that was also recorded and the conversation revisited at next review.