Renai Support 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 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 peoples' needs.

People were actively involved in developing and reviewing their care plans, ensuring they contained clear guidance for staff on how individuals wished to be supported. For example, one person told us they enjoyed gardening. This preference was recorded in their care plan, which instructed staff to provide the correct tools and footwear so the person could safely work in the garden.

The service was responsive to peoples' changing needs. The provider explained that several individuals had lived at the service for many years and were now experiencing changes in their physical and mental health as they aged. They were committed to supporting people through to the end of life wherever possible and sought specialist external input to enable staff to continue meeting their needs.

In one case, a person’s health had significantly deteriorated, and they could no longer be supported safely at the service, even with additional care provision. They were referred to an external professional and chose to move into a residential placement where their needs could be met safely.

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.

Several people and staff had been at the service for many years. This meant staff knew people well and understood what was important to them. A relative described the staff team as, “Almost like a second family,” adding, “[Family member] has been there a long time. There is continuity. Same carers, same residents. I know they are happy.”

The provider worked to provide a rota focussed on peoples' individual needs and choices. This meant people could attend events in the evenings or have holidays and overnight trips away.

New staff completed a period of shadowing more experienced colleagues, which provided a smooth transition for both the person needing support and the new staff member.

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

Peoples' communication needs were assessed by the provider, with communication systems tailored for each person. This meant care plans contained detailed guidance about peoples' communication needs. For example, “I communicate verbally although in a limited way. I am also able to use Makaton. Using pictures and diagrams can help me understand more complex issues. I respond well to the use of 3 key words.”

Staff were knowledgeable about peoples' communication requirements, and we observed this during the assessment. They described how one person communicated by putting certain words on their mobile phone, “so we can read what she wants to say.”

People had hospital passports, so that if people were admitted to hospital, hospital staff would have information about how best to communicate with each person.

Information was provided in different formats, so it was accessible to the people using the service. For example, satisfaction surveys and tenancy agreements were in an easy read format.

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 were consulted and their views sought on all aspects of care provision. This included day-to-day decisions, as well as broader choices about menus and activities. Staff told us, “Yes, people are involved in decisions about their care, and we sit with them and talk to them. It is so important as it is their life, and we involve them as much as possible. We are there to help them achieve what they want and live the best life possible. “

Relatives told us communication with the provider and staff team was good, and both they and their family members felt listened to. For example, one relative had told staff their family member would like brighter curtains for their room. Staff acted on this by taking the person shopping, and new curtains were ordered.

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

The service worked effectively with external specialist professionals to ensure peoples' needs were well understood and met. Examples included collaboration with the Intensive Assessment and Treatment (IAT) service, psychiatric services, and community nursing teams.

Peoples' care plans reflected input and advice from medical and healthcare professionals. Care records showed that appropriate referrals had been made to specialist services, and people attended routine medical check-ups and annual health reviews.

Processes were in place to ensure timely access to healthcare and that essential information was shared appropriately. Staff rotas were planned to support people in attending appointments. Care records demonstrated ongoing consultations and collaboration with professionals involved in peoples' health and wellbeing.

People were supported to access help from external advocates when required. One advocate who supported people with finances commented, “Renaissance staff have always been helpful with our clients and their funds wherever necessary and are in touch regularly.

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 treated people as individuals and provided support in a non-discriminatory way. They had completed training in equality and diversity and understood how to provide care that respected people’s abilities, choices, and lifestyles. They told us, “It is about literally supported living, so it is about promoting them to be independent and achieve their goals, so it is about encouragement and prompts.”

People played an active role in their local community. For example, one person told us how they worked for many years in a café, serving the customers and helping with food and drinks. They were now retired, volunteering in a charity shop and enjoying many community activities. The provider told us people always had the opportunity to vote in elections if they wished to.

Care was delivered in line with best practice guidance for people with learning disabilities and autistic people, including the Oliver McGowan Code of Practice and ‘Right support, Right care, and Right culture’. This ensured support was equitable, person-centred, and responsive to individual needs.

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.

Peoples' cultural and spiritual beliefs were recorded in their care plans and considered as part of their ongoing support. Care plans contained information about peoples' wishes for the end of their lives, including specific details about funeral arrangements.

The management team and staff were aware of peoples' changing needs and how these could impact their lifestyles and cognitive abilities in the future. Multidisciplinary assessments were undertaken to ensure an up-to-date understanding of peoples' cognitive and physical abilities, helping to identify when changes to support arrangements might be required.