Yourlife (Wimborne)

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.
People received care that was tailored to their individual needs and preferences. Staff told us they promptly reported any changes in people’s health, wellbeing, or circumstances, enabling care plans to be reviewed and updated without delay. This helped to ensure people continued to receive care that reflected their current needs and wishes. The registered manager told us, “We encourage staff to share changes as soon as they arise so we can adapt care quickly and make sure people continue to receive the support that is right for them.”

Care plans were reviewed regularly and provided staff with up-to-date information about people’s preferences, routines, and the outcomes they wanted to achieve. This supported a consistent and personalised approach to care.

New staff completed a structured induction, including shadowing experienced colleagues. This gave them the opportunity to get to know people, understand their individual preferences, and learn how they wished their care and support to be delivered.
 

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 access to a range of healthcare services to support their health and wellbeing, helping to promote continuity of care. Care records demonstrated effective involvement from a variety of healthcare professionals, including GPs, district nurses, and occupational therapists. Staff worked closely with people, healthcare services, and wider support networks to ensure care was coordinated and responsive to individual needs.

People told us they were involved in decisions about their care and support and felt their preferences and choices were respected. Care plans reflected input from family members and others important to people and showed clear arrangements for sharing information when needs changed.

Continuity of care was important to people and their relatives, who spoke positively about being supported by familiar staff who understood their needs, preferences, and routines. This helped to ensure people received personalised care from staff who knew them well.
 

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.
People’s communication needs were explored as part of their initial assessment and, where required, were clearly recorded in their care plans. This helped to ensure staff understood how people preferred to receive information and communicate their needs.

The provider followed the Accessible Information Standard and took steps to identify and respond to people’s individual communication requirements. The registered manager told us, “We take time to understand how each person communicates best so that information is accessible, meaningful, and tailored to their needs.”

Care records reflected a range of communication needs, including those relating to hearing loss, visual impairment, cultural needs, and other individual preferences. Information could be provided in alternative formats, such as large print, Braille, audio recordings, or different languages, helping people to access and understand information about their care and support.

People had access to the information they needed and told us the provider kept them informed about their care. For example, people said it was important to know in advance which staff member would be supporting them, and they confirmed the provider shared this information with them. This helped people feel involved, informed, and in control of their care.
 

The provider ensured people could easily share feedback, make suggestions, and raise concerns or complaints about their care, treatment, and support. Staff actively involved people in decisions about their care and kept them informed of any changes made as a result of their feedback.

A comprehensive complaints policy was in place, outlining the process for managing concerns and complaints, including clear timescales for investigation and response. People were encouraged to provide feedback during care reviews and management spot checks.

People told us they felt confident raising concerns and believed these would be acted upon. One person and their relative said, “We report concerns to duty managers, who take appropriate action.”
 

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

Leaders were alert to discrimination and inequality that could disadvantage people in accessing care and support. The provider used feedback to improve access for people more likely to experience barriers or delays in accessing care.

All staff received training on Equality, Diversity and Inclusion and used this knowledge to ensure people did not experience discrimination and their rights under the Equality Act 2010 were respected.
 

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 and leaders demonstrated a commitment to listening and acting on information about those most likely to experience inequality, ensuring care, support and treatment were well tailored to individual needs. People and relatives were encouraged to be involved in care planning, and staff considered as many options as possible to include people and their families.

The service prioritised inclusive practice, with staff trained to support people with protected characteristics. Barriers to care, including communication difficulties and social isolation, were proactively addressed.
 

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.

People were invited to discuss how they wanted to be supported when their health deteriorated. This included where they wanted to be cared for, what level of treatment they were happy with and what they would like to happen in an emergency. Care plans contained information about people's significant relationships and who they wanted to be contacted if they were unwell or in the event of an emergency.

If people had a DNAR agreement (Do Not attempt resuscitation) it was recorded in their care records. Staff had guidance on where the agreement was in case, they needed to share this with any emergency medical staff.