Greenwich Gardens and Key 2 Care Leicester

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 and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

Care plans were in place and contained information on people’s personal preferences, life histories, likes, and dislikes. Clinical needs were also documented. Care records were currently stored over two systems and work was taking place to consolidate the information.

Most staff felt care plans were helpful and guided care delivery, although a few highlighted gaps, including occasions where care plans were incomplete or still being updated. A staff member commented, ‘The care plans are helpful because they give information about people's individual needs, preferences, routines, risks and the support they require.’ Another staff member commented, ‘Care plans are currently a work in progress.’

A service user guide was in place to provide information for people who used the service.

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.

Care was coordinated and continuous. Care plans reflected support from relatives and other services.

Staff completed a range of specific training with regards to the people using the service, including diabetes management, learning disability and autism awareness.

Staff received appropriate induction, supervision, appraisal and training to support the provision of care.

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

An accessible information standard policy was in place. Care plans provided guidance for staff on how to communicate with people including those with diverse needs. Information was available in different formats including large print.

Staff described adapting communication approaches. A staff member commented, ‘I support people to make their own decisions by giving information in a way they can understand.’

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

A person said, “When I said to them, we didn’t want such an early call at night, they rearranged the call time.” Another person said, “I will get a feedback form from the office to complete which asks me if I am happy with the care provided.” Some relatives felt concerns raised with the office were not always followed up or resolved to their satisfaction. However, survey findings were mostly positive and actions had been taken in response to areas that had been highlighted for improvement. These actions had been communicated to people who used the service.

Complaints guidance was available to people who used the service and their relatives which was also available in an easy read format and an accessible information policy was in place. Complaints policy in place. Complaints processes were in place and we saw a complaint was appropriately responded to.

People said they felt able to raise concerns. No people who used services or relatives reported feeling unable to speak up. A person said, “If there is an issue, the staff here will sort it, they are wonderful and everything can be discussed with them.”

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

Care plans considered people’s needs and any adjustments that could be made to ensure they had equal access to services which included how their communication needs could be met. Staff also completed communications training.

Staff told us they were committed to ensuring everyone received equal and fair support and staff completed training in this area.

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 experienced fair and equitable care.

Policies were in place and staff completed training in this area. Care plans evidenced how people’s disabilities would be considered, where appropriate, and support provided, for example, with mobility.

Staff described supporting equality and meeting diverse needs. A staff member commented, ‘I don't discriminate against anyone because of their age, disability, culture, religion, gender or background.’ Another staff member commented, ‘I treat everyone with respect and without discrimination.’

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. An end of life care policy was in place.

Care plans were in place and were clear whether people wished to receive emergency care and reflected people’s personalised wishes for care in the future. Staff had completed end of life care training.