13B

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 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’s care plans were person -centred and reflected them as an individual. These included information on their assessed needs, their life histories, families and any specific likes or dislikes. This information was regularly reviewed with people and their families.One relative told us that their loved one’s care and support was reviewed each time the registered manager or support manager visited for their weekly support visits. Staff spoke about the importance of people being able to follow their own routines and live their lives as they chose. One staff member said, “We take it day by day. If [name] doesn’t want to go out as planned, then we don’t go out.”
 

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 focused on supporting people to receive the support they wanted. They recognised the importance of developing trusting relationships with care staff. This helped to enable people’s sense of wellbeing and independence.There were systems in place to support people to receive care which was joined up with relevant services. Specific training was provided to staff to support people using the service.
 

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.People's communication needs were assessed and identified as part of their initial assessment. These were regularly reviewed. Where it had been identified that people required communication aids these were in place to support the person. We were told about improvements one person had made since the introduction of the communication aid.People who wished to, were able to access their digital care records. Where appropriate these were also available for family members to view. Only staff who supported the person were able to access and view the care plans and records.People and their relatives received a regular newsletter to keep them updated about what was happening at the service. If people and / or their relatives wished to they were able to undertake training that was provided to staff. This provided them with opportunities to learn more about their / their loved one’s health, care and support 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.There was a complaints policy and where complaints had been received these were responded to appropriately and used to improve and develop the service. Relatives were able to raise any concerns with the staff or management team. They told us these were managed appropriately.One relative told us they were able to speak to the registered manager at any time. They were able to make suggestions and felt listened to. They said, “They (management team) always respond very quickly.”
 

The provider made sure that people could access the care, support and treatment they needed when they needed it.People and their relatives were involved in planning their own care and support. They were able to choose their own routines each day. The director told us, “We have tasks but no fixed agenda for the day.”Staff supported people to attend regular health and social care appointments. There were on-call arrangements so staff could contact the service for advice and support outside of office hours.
 

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 received equality and diversity training. They worked with people to ensure they were not subject to inequality or discrimination. They supported people to receive the appropriate care and support by building relationships with them, their families and others who could support them.

Staff understood how to speak with people to support their specific needs and knew the best way to enable people to participate in decisions about their care. The registered manager told us that previously they had supported a person whose first language was not English. Therefore, the person had been matched with a staff member who was bilingual. The staff member was able to provide support to the person in relation to speaking in their first language, their culture and food preferences.
 

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.There were systems in place to ensure staff had information about how people would like to be supported at the end of their lives. Some people had ReSPECT forms in place (Recommended Summary Plan for Emergency Care and Treatment). These included whether the person wished to be resuscitated in the event of a cardiac arrest. Where these were in place there was information for staff in the care plan. People were given opportunities to discuss their end of life wishes if they chose to.