Warrington Borough Council Intermediate Care at Home

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 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.

However, care planning and risk assessment records did not always demonstrate in detail the care and support people required. For example, care plans did not always contain detailed information as to how a person needed support nor was it always recorded with a person centred or person led approach. Recorded information failed to demonstrate the care and support that was actually being delivered to people. At the time of this assessment, the provider had recognised care planning documents needed improvement and needed to have a more personalised approach and were in the process of making changes to how information was recorded.

People and family members told us that they had a copy of their care plans and other documentation relevant to their care.

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. During the period of reablement, people’s needs and information was shared with other statutory organisations to ensure their care and lifestyle pathway were acknowledged.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People were provided with information about the service and essential contact details they may need. Through the provider, people had access to information in alternative formats and languages. In addition, staff supported individuals’ who utilised translation services to communicate.

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. Most people felt staff listened to them and encouraged them on their reablement journey. People gave examples where following discussion with staff; they had been able to reduce the number of visits they required as their health improved. A family member told us that staff “Take the time to listen” to their relative who has difficulty communicating verbally.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Staff were able to describe how they responded to people’s needs, wishes and preferences. For example, one member of staff described in detail how they altered their communication when conversing with a person living with dementia and had developed a positive way of communicating with them. Records showed that everyone had fair and equal access to services within the reablement service.

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 clear procedures in place to protect people’s rights under the Equalities Act 2010.

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. The service provides a reablement service for a short period of time to enable people in their recovery. In the event of a person requiring future planning or End of Life care, appropriate referrals would be made to health care professionals to assist people with their pathway choices.