Barclay Services

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 rated inspection (publication date 24 May 2024) we rated this key question Good. At this inspection the rating has remained 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 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 were involved as fully as possible in their care and support. Care records demonstrated people received opportunities of social inclusion and participation. People’s known routines and preferences, including any interests, hobbies and activities they enjoyed were discussed, planned and supported.

For example, some people enjoyed attending a community dance group where they had developed friends with others. People had opportunities to attend a variety of celebrations within the provider’s other organisations, that further developed their friendship groups. People were also encouraged to remain physically fit by regular walks in the community. Some people were supported to attend the gym, bowling and swimming. This physical exercise benefited people’s mental health and wellbeing.

We received a mixed response from relatives about how their loved one was supported with participating in activities, occupation and stimulation. A relative said, “[Name] goes out most days even if it’s just shopping. Cinema, shopping, parks, indoor activities like art and craft – yes they’ve got enough to do.” This reflected other positive comments. Whilst another relative raised concerns that they felt their loved one was not sufficiently encouraged to experience community opportunities.

People were supported to maintain contact with their friends and relatives. Relatives gave examples of how staff supported their loved ones to maintain positive links with them and others. This included facilitating visits to the person or the family home, telephone and facetime contact.

From reviewing a sample pf people’s care records and speaking with staff, it was evident people led active and fulfilling lives. A staff member said, “I really enjoy my work it's good to see people smile and to help them become more independent an active. [Name] attends community groups including a tea dance which they really enjoy and where they’ve made friends, they also like bowling and going to the shops and out to the parks.”

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.

Staff worked with other professionals to make sure people’s needs were met and made timely referrals where needed.

Overall, people received consistent care, from a stable and experienced staff team who knew them well.

People were supported to access their local community. Staff supported people to access leisure and recreational opportunities of their choice.

The provider had systems and processes of how people would be supported to transfer to alternative settings if the need arose. This included how information was shared to support continuity of care.

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

The Accessible Information Standard (a legal requirement for social care providers to ensure information and communication is provided in a way that meets people’s needs and can understand) was being met.

People’s communication needs had been assessed and planned for. This supported staff to understand people’s individual communication needs and preferences. We observed staff communicating with people effectively and in line with their communication support plan.

Information was provided in ways that supported people’s understanding. For example, there was a range of easy read documents available such as safeguarding and complaints.

The provider had a data protection policy and procedure and understood their responsibilities under the Accessible information standards. Confidentiality of people’s information was respected.

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.

People and relatives had access to the provider’s complaint policy. The provider’s complaint monitoring procedure had improved since the last inspection. Whilst there were no recorded complaints since January 2025, the management team advised of 2 complaints received during 2024 and the actions taken in response. We were assured the provider had responded well and a resolution was found.

A relative told us of their experience of raising concerns and complaints. They told us how senior managers were responsive, and actions had been taken to resolve issues.

People received opportunities to meet with staff to discuss their care and support, and any issues affecting them and their home and tenancy. Records reviewed confirmed people received opportunities to be involved as fully as possible. Where people had raised concerns these were listened to and acted upon.

People and relatives also received 6 monthly surveys to share their experience of the service. Records confirmed surveys were last sent to people and relatives in February 2025, but no responses had been received. However, the management team advised of the procedure if responses were received. This included reviewing and analysing information and following up any specific issues. They advised the outcome would be shared via the monthly newsletters.

The provider sent monthly newsletters to people, relatives and staff that shared useful information about the service, celebrations and good news stories.

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

People had equal access to care and support, and did not experience any barriers. Equality and human rights, including people’s protected characteristics were known, understood and planned for. Staff ensured people experienced equal access to health services.

The staff rota confirmed sufficient staff were deployed to meet people’s care and support needs. Staff had access to out of hours management support in the event of an emergency requiring additional support and guidance.

People’s individual care and treatment needs were assessed before they transferred to the service. This included consideration of any protected characteristics, and any adjustments required. This protected people from discrimination.

Relatives told us they had no concerns in relation to access to services or any form of discrimination.

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 management team ensured all people using the service received the same opportunities, experiences and outcomes. The daily staff handover, meeting records and care record monitoring, all supported this.

Staff had access to information about people’s unique histories and the things that were important to them, so they knew how to engage people and support them to achieve positive outcomes.

People were supported to identify goals and aspirations, and staff had guidance of how to support people to achieve these. However, there was a lack of effective monitoring and review procedures to ensure people were achieving their expected outcomes as planned.

Staff gave examples of supporting people with things they wanted to achieve. For example, a staff member said, “We supported a person to join a gardening club which they wanted to do, we provided transport and encouragement.”

People’s future end of life wishes had not been discussed and planned with them. Whilst it is recognised this may be a difficult topic to discuss, a lack of forward planning may have a future negative impact on people. We discussed this with the management team who agreed these issues needed further review and follow up.