Index Care 88 Abbey Wood Road

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 inspection, we rated this key question good. At this inspection, 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 people’s needs.

People had personalised care plans in place, and they had access to their own copies. Care plans were tailored to reflect people’s physical, mental, emotional and social needs. We saw relatives were involved in planning and supporting people’s care, which helped ensure care was person-centred and responsive to individual needs.

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. The service worked effectively with a range of community services, enabling people to access a wide variety of activities if they chose to do so. This supported social inclusion and promoted wellbeing. Staff had received appropriate training to meet people’s needs. This included Oliver McGowan training, as well as training in learning disability awareness, mental health and epilepsy, which supported staff to provide safe and effective care.

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

Since 2016 onwards, all organisations that provide publicly funded adult social care are legally required to follow the Accessible Information Standard (AIS). The standard was introduced to make sure people are given information in a way they can understand. The standard applies to all people with a disability, impairment or sensory loss and in some circumstances to their carers. The service had an accessible information policy in place. Care plans and risk assessments were presented in a way people could understand in line with their capacity.

People had access to their care plans and risk assessments. Staff had received training in communication needs.

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. The service held regular meetings for people, providing opportunities to discuss matters important to them, including their living arrangements, daily lives and social needs. People also attended monthly key-worker sessions where they discussed their health and care needs. Records showed these discussions were documented, and staff acted on agreed actions to ensure people’s support remained relevant and responsive to their changing needs.

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

People using the service were supported to access care and treatment by staff and the registered manager. We saw information to support people were supported to access social and religious events to suit their individual needs.

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 had received training in equality and diversity, and the service had an equality and diversity policy in place. Relatives told us they did not feel people were treated unfairly or discriminated against. This supported people to receive care that was respectful, inclusive and responsive to their 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. Care plans documented people’s future goals and aspirations, including plans for holidays and opportunities to take part in voluntary work. This supported people to plan for positive outcomes.