The YOU Trust

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.

People were at the centre of everything staff did to ensure their needs, wishes and goals were understood and they were supported to live fulfilled lives. The provider ensured the service was meeting the standards in “Right support, Right care, Right Culture.”

We received positive feedback about how the service ensured people received person centred care. For example, a professional told us, “They respond promptly to issues and changes in circumstances, and they are strong advocates for the people they support, ensuring their needs are recognised and addressed”.

There was a genuine person-centred culture, where staff worked with people and their families to truly understand how to support them. People were at the centre of everything staff did to ensure their needs, wishes and goals were understood and they were supported to live fulfilled lives. The provider ensured the service was meeting the standards in “Right support, Right care, Right Culture.

The team knew people well and provided them with continuity of care and had developed trusting relationships. This meant staff fully recognised slight changes in people’s health and wellbeing, enabling them to reduce anxiety, improve communication and take appropriate action. a relative said, “The staff are so proactive, they identified [person] could not clear their own chest. They worked with professionals and [person] has not had a chest infection for a very long time and no hospital admissions.”

People were actively involved in staff recruitment and choosing members of the team. This meant that people were supported by staff who had the correct experience, knowledge, skills and training to support them effectively. A person told us, “It is brilliant, I love deciding what questions to ask and can say if I would like them to work in my house.”

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

Information was available in different formats, depending on individual needs, including speech generating devices, easy reads, pictures, and a well-known communication programme that uses symbols signs and speech to support communication. This enabled people to communicate and make choices about their care and support.

We observed staff communicating effectively with people. Staff demonstrated they considered the environment, tone, level and pace, body positioning and body language as well as words used.

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 were encouraged to attend regular meetings to share ideas and to make improvements to the service. People told us they felt they could discuss concerns and resolve problems, they felt listened to and the provider made changes following their feedback.

The provider had a complaints policy and procedure, which was displayed in an easy read and picture format.

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

Staff understood the needs of autistic people and people with a learning disability and worked hard to ensure typical barriers faced by people were removed or mitigated against. Each

person had a communication, dental and hospital passport in place. This could be shared with other professionals to reduce potential barriers to care within the health and social care system. These documents contained detailed information to aid other professionals supporting the person.

People told us they had access to the support, treatment and care they needed. Some people were able to use public transport, and the service was working with people to increase their skills and independence. A relative said, “They do a tremendous amount, [person’s] skills have improved since they have lived there.”

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’s protected characterises were identified as part of their preadmission assessment and were detailed within their support plans. Staff understood how the Equality Act applied to their role. There was an inclusive culture within the service.

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 end of live care was not required at this time, we found most people’s end of life plans contained detailed information of how a person wanted to be supported at the end of their lives.

Where people did not wish to discuss the topic, the service worked creatively with them and discussed the topic in a subtle way, this reduced people’s anxiety and enabled them to describe the support they would like. Some of the plans are work in progress as they are being completed in a person-centred way.