Bradbury Outreach Services

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 service met people’s needs.

At our last assessment we rated this key question good. At this assessment the rating remains good. This meant people’s needs were met.

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 were supported in a person-centred way. Care plans provided person-centred information.

Staff knew people well and used this knowledge to provide support that was meaningful and responsive to changes in people’s needs.

Relatives were happy with the support provided. One relative told us, “I’m totally confident because [name of person] looks happy.”

People experienced consistent support from staff who understood their needs. The service worked with families and other professionals to ensure care was coordinated and aligned with people’s routines. Staff planned support in advance for people to reduce their anxiety and provided continuity by maintaining regular staff teams who knew people’s histories, risks and preferences.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The service supported people to express their views and offered choices tailored to individual people using a communication method appropriate to that person. People’s care plans contained information about people’s individual communication needs.

Staff used simple language, visual prompts and clear explanations to ensure people could follow plans and daily routines.

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

Staff told us how they involved people and those important to them in decisions about their care. Relatives told us they felt listened to and able to raise suggestions that were acted on. One relative told us, “They’re really good at listening to my concerns and communicate when they’re out and about, so we all know if there’s something to let each other know. I’ve got no issues at all.” Another relative commented, “The staff will ring me up if they’re worried about anything I’m happy with that, [name of staff] is good with checking with me.”

The manager told us they were planning on sending out surveys to people and relatives to obtain feedback on the service.

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 completed training in equality, diversity and human rights. This helped staff recognise the barriers and biases people may face and supported them to respond in ways that promoted fairness and inclusion.

People were supported to plan ahead and consider future goals. Staff worked with people and families to review care plans, explore aspirations and encourage skills that would help people become more confident. Records showed people were given opportunities to try new activities at a pace that suited them, helping them build routines that promoted stability and development.