Crimson Hill Support

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 79 (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 received person-centred care.

People were supported to pursue their interests and hobbies, and to see friends and family if they did not live with them. Staff encouraged people to try new things and have new experiences. One relative said, “Staff encourage him, enable him; they give my son more experiences. They [staff] took him on holiday and [he went] on a rope bridge. Staff worked hard on it; it was joy on his face in photos and videos. It was lovely to see him having a wonderful time. Staff gave him a great experience, joined in with him, [he had] fun, excitement and joy. Wonderful for us [to see].”

People were supported to achieve their goals and aims, which were carefully recorded. This ensured it was clear what each person’s goals were and how they were working towards these. One staff member said, “We promote independence and self-reliance, giving people the opportunity to make choices and enjoy numerous achievements. During support, every area is considered, from personal care to social life. We believe that each area is also important for building self-confidence and potential achievements.”

The level of support staff provided was tailored to each individual’s needs. People’s care plans contained detailed information about people’s likes and dislikes, and their life histories where appropriate. Communication throughout the staff team was good, which ensured all staff were aware of any changes in people’s needs. One staff member said, “We support people by listening to them and providing person centred care to our people treating each individual as a person not using a ‘one size fits all’ strategy. This allows our people to feel valued and having good quality care."

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.

People received consistent support from staff who understood their specific needs. Staff had additional training when required in relation to people’s individual health and support needs. For example, staff had worked closely with a dietician and with speech and language therapists to ensure people’s care needs were met and they were supported safely. One staff member said, “We work hard to facilitate access to healthcare services regularly accompanying service users to appointments as well as keeping regular contact with professionals involved in their care. We have good and open relationships with medical professionals allowing for high quality of care and medical intervention when necessary."

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs, such as an accessible ‘easy read’ guide to the service (in plain English and which contained pictures/picture symbols) or in large print to help people who may have a sight impairment.

People's communication needs were assessed and met. Where people needed support with communication, this was recorded in their care plan, so staff knew how to communicate effectively with them.

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

People and their relatives were able to provide feedback and share their views. Some people used words to communicate; most people did not. Staff were very confident in communicating with people using each person’s preferred method. Staff made sure every person they supported had ‘a voice’, and ensured they were listened to.

Surveys were used so people and/or their relatives could provide feedback on the care and support provided by staff. Surveys asked people if they were listened to, if staff understood their needs, if they wanted anything changed and if they knew how to raise any concerns they had. The surveys we read were very positive.

Relatives were encouraged to share their views and knew how to raise concerns or make a complaint. Family members often advocated for people being supported. One relative had said, “[Name] is the happiest he has been in a long time, happy with his life and his support. This is due so much to his kind, caring and consistent support team. This is a big achievement.”

Compliments were recorded and shared with staff. These had been received from relatives, staff members and external health and social care professionals. One relative had said, “It was a pleasure [having a visit from their family member and staff]. What a wonderful surprise bringing gifts. We are very impressed with [staff name] and what she is achieving with [name].” A health professional had sent the provider a compliment about 1 person who was supported on a day out with their family. This said, “[Name] spent a wonderful day with her parents. [Her mother stated she] could not remember when they had such a wonderful time.”

Complaints were taken seriously and investigated in line with the provider’s policy. For example, a complaint regarding property damage had been investigated and upheld. Appropriate action was taken to ensure this did not happen again.

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

Each person had a daily log and a communication book in which their needs were monitored and recorded. These also informed staff of any changes in people’s needs and how these should be met. Each person also had a personal monthly review which gave an overview of the care people had received and recorded any changes in people's health and wellbeing. Staff worked collaboratively with other professionals and services and shared relevant information (with consent) at reviews and other meetings to ensure people received the care they needed.

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.

The provider considered relevant legal requirements and people’s human rights. Staff had received training in equality, diversity and inclusion. This made staff and leaders alert to any possible inequalities and discrimination which might impact the outcomes of people’s care.

There was no-one receiving end of life care at the time of our assessment. People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future.