Phoenix Park Care Village

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.

The provider ensured people received care and support that reflected their individual needs, preferences, abilities, and personal goals. Care plans were person-centred and covered people's physical health, emotional wellbeing, social interests, and support requirements. These were regularly reviewed and updated to reflect changes in people's needs, circumstances, or aspirations. Staff knew people well and adapted their approach to provide support in a way that was meaningful and responsive to each individual. Positive risk-taking was encouraged through careful assessment and planning, enabling people to develop new skills, maintain control over their lives, and achieve greater independence. This approach helped people to make choices, pursue their goals, and experience improved outcomes while remaining safe and well supported.

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 coordinated care from staff who understood their needs and worked alongside healthcare professionals to provide effective and joined-up support. Care plans contained information about people's health conditions and support requirements to help staff provide consistent care. Staff responded to any concerns or changes in people’s need and updated records promptly when issues were identified.

Healthcare professionals gave positive feedback about the service. One specialist nurse told us, “Staff very good, engage well with me and people's families. Care is very personalised and professional.”

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

People and their relatives received information in ways they could understand, and staff took time to explain decisions and changes to care. Information was adapted through picture menus, personalised signage and visual prompts to support choice and understanding. Staff also provided families with clear information when significant events occurred. A family member described staff as, “Supportive, empathetic, informative, and compassionate,” and said they were grateful for the support provided.

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 encouraged people, relatives and staff to share feedback and raise concerns. People told us they knew who to approach if they had concerns and were confident action would be taken. Regular resident and relative meetings were held, and "You said, we did" boards demonstrated how feedback had been used to improve the service. One relative said, “If I had a problem I’d go to the carer or if it was serious I’d speak to seniors or manager. I go to relative’s meetings, and we can say anything you want there.”

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

People had access to care, support, activities and healthcare services that met their individual needs. Staff made any changes needed to support people's communication, mobility and independence needs. The environment included adaptations to promote accessibility, such as ramps and grab rails, and people were supported to attend appointments and access the community when appropriate. A person had been supported to overcome their anxiety about leaving the home and was now able to access community activities and complete their own shopping independently.

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.

People experienced care that recognised and respected their individual identities, backgrounds and circumstances. Staff promoted an inclusive culture where people were supported to express themselves and be treated with dignity and respect. Leaders demonstrated awareness of equality and diversity and took steps to ensure people were accepted for who they were. A person told us this service was different because, “Everyone has the chance to be themselves.” Staff also supported people to discuss relationships and identity openly and without judgement.

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.

People were supported to plan for their future wishes, goals and aspirations. Care plans included end-of-life care planning, and staff worked with people to achieve outcomes that increased independence and quality of life. Positive risk-taking and goal-focused support helped people progress towards greater autonomy and future opportunities. Examples included people moving to independent accommodation, returning home following significant health improvements and developing confidence to access their communities. One person who had been admitted for end-of-life care had been able to return home with support in place.