Bedford Road

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.

This is the first assessment for this newly registered service. This key question has been rated 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 worked in partnership with them and those important to them when responding to changes in their needs. However, the care plan for 1 person lacked key information about their specific needs.

The provider was in the process of updating and transferring people’s paper-based records to electronic records. Consequently, some sections did not accurately reflect people’s needs and preferences. For example, a person’s care plan lacked information about their history, daily routine, mobility and aspects of their physical health needs.

Incomplete or out-of-date records could affect the individualised care people received. However, this risk was partly mitigated by experienced staff who knew people well and understood the principles of person-centred care. Staff spoke confidently about people’s needs, preferences and support arrangements. A staff member said, “We accommodate [people] in their own culture.” The management team told us they would review and update the care plan to ensure it contained sufficient and personalised information.

The provider understood the importance of continuity of care and had systems in place to support people when moving between services. They reviewed people’s needs following certain events, such as a significant change in a person’s physical health, and ensured the care and support provided were appropriate.

Staff communicated effectively with relevant individuals involved in people’s care when their circumstances changed. This helped reduce anxiety and promote smooth transitions. Staff completed handovers at the end of each shift to share relevant information and ensure continuity of care and support.

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

Staff assessed people’s communication needs and used appropriate methods to interact with them. For example, we observed staff using gentle and appropriate tactile cues when interacting with and supporting a person, which helped them understand a particular situation.

Staff spoke to us about the specific techniques they used to meet people’s individual communication needs and ensure information was provided in an accessible format. Information was available in easy-read and pictorial formats to support some people’s understanding.

People and their representatives could easily give feedback or raise complaints. Staff involved them in decisions about their care and explained what had changed as a result. The service had an up-to-date complaints policy.

Relatives told us they had not needed to make any complaints but knew who to contact if they had concerns. They felt listened to by staff at the service and received regular updates regarding people’s care. A relative told us, “If they are going to take [person] on holiday, they ask me how I feel. They do keep in touch with me on everything.”

People were supported to access advocacy services to help them express their views and participate in decisions about their care.

The provider made sure people could access the care, support and treatment they needed when they needed it. Staff supported people to access health and care services in a timely manner, taking account of their rights and individual needs.

Staff provided care and support in line with people’s cultural, religious, physical and mental health needs. They supported people to access community-based services and leisure activities, promoting inclusion. Where adjustments were required, the provider made these to support equitable access. This helped people receive the care and support they needed despite challenges affecting their daily lives.

The provider promoted equality and sought to ensure people experienced care that reflected their individual needs, backgrounds and preferences.

Staff described how they supported people to promote their independence, dignity and choices. They were alert to discrimination and ensured people were treated fairly. Staff listened to people, monitored their progress and worked with relatives and healthcare professionals to meet their needs. This helped people receive personalised support and achieve positive outcomes, regardless of their individual needs or circumstances.

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 nobody using the service was receiving end-of-life care at the time of the assessment, appropriate documentation was available to support future planning if required.

The management team told us they spoke with people’s relatives about advance decisions and end-of-life care arrangements. Information on complex decisions were recorded in people’s care plans.