Care Quality Services North Somerset

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 the service. This key question has been rated good.

This meant people’s needs were met through good organisation and delivery.

This service scored 71 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The registered manager 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’s care plans were person centred and included important information about people’s routines, hobbies, interests and their life histories. People’s communication needs, such as if they wore glasses and or used a hearing aid, was also documented within their care planning information. All people we spoke to felt supported by staff who respected their individual wishes and needs.

The registered manager 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 registered manager and staff supported people with their assessed needs. This included where people were supported by staff to access their local community, day centre and social clubs. The registered manager liaised with health and social care professionals when required to ensure any changes to people’s individuals needs were reviewed and re-commissioned, if required. However, people, relatives and staff felt some improvements could be made to the continuity of care on occasions.

The registered manager confirmed they were able to provide appropriate, accurate and up-to-date information in formats that were tailored to individual needs if required.

The registered manager confirmed they were able to provide care plans and other information to people in alternative formats and languages. People’s care plans confirmed what language the person used and if staff needed to use alternative communication methods. Staff knew people well and they were able to give examples of how they supported people with their individual communication methods and needs.

The registered manager sought feedback from people and all people felt able to raise a complaint about their care and support. Staff involved people in decisions about their care and support.

The registered manager collated the details of compliments and complaints including any outcome and learning from these. Various compliments had been raised to the service about the care and support provided. Such as, ‘Happy with the care, staff were attentive’, ‘Absolutely fantastic’, ‘Staff are helpful and professional’. Where complaints had been raised the outcome from these were documented along with any learning. All people felt able to raise a concern if needed with the registered manager or office staff.

The registered manager made sure that people could access the care, support and treatment they needed when they needed it. Care and support was provided to people flexibly, whilst respecting their wishes, choice and individual needs.

The registered manager and staff 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.

People felt supported by staff who provided them with good care that respected their individual wishes and choice. People were happy with the care and support provided to them. One person told us care is, “Very good”.

People were supported to plan for important life changes, although this was not always collated and documented within people’s care planning information.

For example, the registered manager was able to confirm what people’s individual wishes were. However, this was not always being documented within their care plan. We fed this back to the registered manager so they could review people’s care planning information and document any end of life wishes they had gathered. Other important information was collated and available such as if the person had a “Do not attempt cardiopulmonary resuscitation" (DNACPR) decision.