St Michaels Court

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 68 (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. Care plans were person-centred and helped staff deliver individualised care. We observed staff delivering person-centred care. People were encouraged to join in a range of activities.

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 were supported to access health appointments in the community. Staff responded to people’s changing needs and liaised with other professionals to make sure people received consistent care.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Staff understood the importance of communicating with people in a person-centred way to ensure people’s needs were met.

The provider did not always make it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. People and relatives were not always given opportunities to share feedback about their care with surveys. However, we discussed this with the registered manager, who told us they would ensure this was implemented on a regular basis.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People had been supported to access external health care services appropriately.

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. Staff had completed equality, diversity and inclusion training to help make sure they understood and were able to meet people’s different needs.

People were not always 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. People’s wishes and preferences were not always obtained, we discussed this with the registered manager. The registered manager said she would meet with the staff team to discuss what support or additional training they needed on how to approach these sensitive conversations with people living at the service.