Yorhealth (Supported Living) Ltd - Midlands

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.Relatives told us people had their personal preferences understood and received person centred care. Staff told us individual support plans gave them a detailed breakdown of peoples preferred routines, information about communication needs and detailed information about anything which may trigger distress. A staff member told us,” There is a detailed list of family, background, and how we can support contact with important people is all covered in the care plan.” Partners told us the provider followed a person-centred approach and was mindful of individual preferences and protected characteristics with care plans reflecting tailored support, and staff being trained to be responsive to diverse needs. A leader told us, “We use the support plan to build a picture of a person working with family, people and staff to get an overview of what is important to people.” Leaders described the care plan being built using a holistic approach involving everyone who knows the person to ensure it is as descriptive as possible. Records we saw supported what we were told.

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 continuity of care from their staff team. The provider told us they worked to employee staff to work with people, matching staff to the individual and building a team around the person.Partners told us the provider engaged well with relevant health and social care professionals to support continuity of care, ensuring a smooth experience for individuals using the service. The staff told us they worked with individuals and were able to build a rapport with the person and their wider support network. A relative told us, “[Person’s name] has a core staff team of five staff. They all know [person’s name] well. If new staff come, the staff support them well and help them get to know [person’s name].” The provider had a system in place to gradually introduce new staff to ensure continuity wherever possible.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People had their individual communication needs assessed, and information was provided to them in a format which met their needs. We saw staff were able to communicate with people in their preferred way and staff were able to demonstrate an understanding of how to meet communication needs. The provider told us about providing information in pictorial format, using signs and symbols which were unique to the individual as well as using easy read materials and communication tools such as Makaton. The information about how people communicated was documented in care plans and staff we spoke with could describe how they used the plans to support communication.

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. Relatives told us they were listened to and could offer feedback about the service and understood how to raise any concerns they may have. A relative told us, “I have received a feedback request by email.” Staff were aware of how to share any concerns to the provider for a response. The provider sought feedback on the service and worked with families to address any concerns. There was a policy in place to ensure any complaints were responded to.

The provider made sure that people could access individualised care, support and treatment they needed when they needed it. Partners told us the provider had designed the service to be inclusive and accessible. Partners felt the provider addressed potential barriers that may prevent individuals from receiving appropriate care and support. Staff told us they were able to ensure people had access to the support they required and the providers systems and records supported this.

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 had systems in place to ensure people received support which was tailored to their needs. Staff told us individual support plans gave them information about ensuring peoples experience of the service met their individual preferences and took account of their protected characteristics. Partner told us the provider took a person-centred approach and are mindful of individual preferences and protected characteristics. Partners felt care plans reflect tailored support, and staff were trained to be responsive to diverse needs. Records we saw supported this.

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 processes in place to discuss people’s future wishes. The provider told us there was nobody in receipt of end-of-life care at the time of the assessment and nobody had chosen to consider this, but should the need arise there were systems in place to support people to make decisions about their future.