Raintree Care Ltd

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 69 (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 were treated as individuals and they received consistently good, person-centred care and support from a small group of staff who were familiar with their needs, preferences and daily routines. Needs assessments and care plans were developed collaboratively and included people’s views and how their personalised support would be delivered. Care records contained detailed, person-centred information about people’s unique strengths, likes and dislikes, and how they preferred staff to meet their individual care needs and wishes. An external care professional told us, “Staff tailor activities to meet [name of clients] personal tastes and interests, so they know he likes walks, bus rides, screen time, animated films and brightly coloured clothing.”

The provider understood the diverse health and care needs of people and their local communities, and ensured care was joined-up, flexible and supported choice and continuity.

People told us staff understood their family members’ care needs and that they worked well with multiple external health and social care professionals to consistently meet those needs. People received care and support from services that understood the diverse health and social care needs of their local communities.

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

The registered manager and staff were aware they had a responsibility to meet people’s communication needs and make information that was important to them accessible. They worked well with people, their families and external care professionals to understand how each person preferred to communicate. Staff ensured information was shared with people in a way they understood. For example, staff used pictorial aids, objects of reference and photographs to help people make informed decisions about their daily living including, social activities they chose to participate in, and what they ate and drank.

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 had regular opportunities to speak to the registered manager and staff and they felt listened to and involved in making decisions. A relative told us, “Everyone takes part in meetings and helps makes decisions about the house they live in.” People told us they felt comfortable raising any concerns they might have with the registered manager and staff. People were provided with easy to access and clear information about how they could report concerns and how these would be dealt with by the provider. Staff used a range of methods to encourage people to have their say and state their views about the care they received, including regular one-to-one sessions with their designated keyworker, care plan reviews and satisfaction surveys.

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

People had equitable access to the service, and support was adapted to ensure their needs, preferences and circumstances were met. Adjustments were made to promote inclusion, safety and choice. People had sufficient opportunities to engage in meaningful leisure and educational activities that reflected their social interests and needs. Staff actively supported people to regularly attend a range of activities in the wider community including, college, social clubs, the gym, swimming, bus rides and day trips to the zoo and the seaside. People also went on regular short-breaks and holidays with staff and visited family and friends. People and their families were supported to be involved in discussions about people’s social interests, which was recorded in their care plan. A relative told us, “My [family member] participates in far more community based activities than he has ever done before, which he really enjoys.”

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.

The registered manager and staff assessed and planned for people’s diverse needs. They made sure barriers to providing care were identified and mitigated. This ensured outcomes were positive, and people felt understood, safe and well supported. Staff respected people’s identity, personal routines and need for consistency. Staff undertook training to understand about equality and diversity. Staff knew how to protect people from discriminatory behaviours and practices.

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.

People did not require any support with end of life care at the time of our assessment. However, people and people important to them had not been involved in discussions or decisions about their future care needs and end of life wishes. We discussed this issue with registered manager who agreed steps should be taken to try and gather people’s wishes regarding their end of life care. It was also agreed if people and their families did not want to discuss this matter it still needed to be recorded and how they planned to revisit the subject in the future.

The registered manager and staff worked-well with people they supported, their relatives and external care professionals to help plan goals and objectives for people using this supported living service. The registered manager and staff told us they regularly discussed with people and their families what they would like to aspire to in the future, including developing their independent living skills and how this might be achieved.