Outreach Office

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 people’s needs.

People’s care plans were person-centred and supported by detailed personal profiles and pen pictures, enabling staff to understand people's backgrounds, interests, relationships, and what was important to them.

People told us they receive care from same staff who knew them well.

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 provider worked effectively with external professionals and supported people to access additional services when required.

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

People were provided with a welcome pack containing information about the service, confidentiality, safeguarding procedures, accessing personal information, and how to raise concerns, provide feedback, or make a complaint. This helped ensure people and their representatives understood their rights and how to access support when needed. Staff had received appropriate training to maintain confidentiality and support people to access information in a way that met their individual needs, preferences, and communication requirements.

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.

Staff demonstrated an understanding of involving people in decisions and respecting preferences.

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

The provider complied with legal equality and human rights requirements, including avoiding discrimination, considering the needs of people with different protected characteristics and making reasonable adjustments.

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.

An equality and diversity policy was in place which provided guidance on promoting inclusion, respecting individual differences, and ensuring people were treated fairly and with dignity. This was further supported through staff training on equality, diversity, human rights, and person-centred care.

Staff spoke positively and respectfully about the people they supported and demonstrated a good understanding of treating people as individuals.

People told us they were aware of their rights and knew who they could speak to if they experienced discrimination or unfair treatment, indicating that information about equality, inclusion, and individual rights had been communicated effectively and was accessible to them.

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.

We found care was adjusted as needs changed, supporting people to maintain independence and quality of life.

No one was being supported with end-of-life care at the time of inspection. Staff received training in end-of-life care.