Short Term Assessment and Re-ablement Service

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 as 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.
Time and care were taken to ensure people’s needs and preferences were captured when creating the care plan. The registered manager explained that the staff member asks them, “what they feel their needs are, what do they want to achieve, how do they want their care provided and what are their preferences, for example, what room do they want their personal care to be provided in.”
People confirmed that care was tailored to their needs and helped them achieve their personal goals. One person said, “They did what I wanted and helped most with dressing as it was difficult to get clothes on. That’s improved but it’s still difficult getting my socks on.”
 

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 well coordinated care because staff worked closely with other professionals and shared relevant information to support safe, joined up practice. Care was planned around each person’s needs and regularly reviewed to ensure support remained appropriate as circumstances changed. Strong communication between staff, families, external services and other care agencies helped maintain continuity, reduce disruption and ensure people received care that was tailored to their needs.
 

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.
On admission to the service a letter of introduction was provided to each person and this was available in any format to accommodate the person’s preference or need, including braille. Staff understood about communication barriers and used assistive technology and translation services to ensure people could understand and be understood.
People reported excellent communication from the staff. One person told us, “All the carers have English as their first language and I have hearing aids but I don’t have any problems understanding them.”
 

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 provider understood the importance of obtaining feedback to ensure a high standard of care and drive improvement. A feedback form was available in each person’s house which they could complete at any time. We saw evidence that appropriate action was taken following any feedback which indicated that change or improvement was required.
People we spoke to said they had been told how to raise a complaint if they needed to, but nobody had done so. One person said, “If I had a complaint, and I do not, I have a book here with their phone number on the front and I would use that.”
 

The provider made sure that people could access the care, support and treatment they needed when they needed it.
Staff ensured that people had the necessary adaptations and equipment in their homes so they could access the relevant support. One person told us that if they identify support is needed, “The occupational therapist will then assess which aids/ adaptions would be required. These could range from grab rails, commodes, frames, bed raisers and kitchen trolley.”
 

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 service promoted equitable experiences and outcomes by ensuring that every person received the same high standard of care, regardless of their background, needs or circumstances. Staff took time to understand individual preferences, communication needs and personal goals so support could be tailored fairly and consistently.
No one reported any concerns about discrimination. People told us that staff listened to them and ensured that they had the correct care which was specific to their individual needs. People were very positive about the relationship that they had with the carers, one person said, “The carers were lovely and so polite too.”
 

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.
Although the service focused on shorter term rehabilitation the provider confirmed that if needed they would continue to care for someone who was approaching the end of their life. In these situations, advice and support was sought from the district nurses and other healthcare professionals. The provider told us that the focus would always be on providing the best quality of life for that person.