Otto Schiff

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 developed and reviewed care plans to reflect people’s needs and preferences, and staff used this information alongside daily handovers to understand and respond to changes in people’s condition.

Staff adapted care in response to changes, ensuring support remained appropriate and consistent. The provider worked with families to review care and respond to changes in people’s needs.

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.

Staff made referrals and worked with other services to support people’s health and wellbeing.

The provider maintained continuity of care when people moved between services, including hospital admissions and discharges. Staff reviewed care and worked with professionals and families following changes.

Staff shared information effectively within the service through handovers and electronic care records, which supported coordinated care delivery.

This meant people experienced consistent, joined‑up care when their needs changed or when they accessed different services.

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

The provider followed the Accessible Information Standard and ensured people received information in formats that met their communication needs.

Care plans included people’s health, communication and support needs and staff used these to guide care. Staff shared information through handovers, which supported a consistent understanding of people’s needs.

The provider tailored Information about people’s communication needs and preferences to support staff to adapt care to individuals, including where people were unable to communicate verbally. Feedback from relatives was positive, with one family member stating, “We as a family are very happy with the support,” indicating people’s needs were well understood and met.

This supported staff to understand people’s needs and deliver care that was informed and consistent.

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 feedback from people and their relatives through regular meetings and surveys, and staff were approachable and responsive to concerns. Relatives told us they felt able to raise issues directly with the service and that these were listened to and addressed. One relative told us, “Staff listen and will make changes if I make suggestions.”

The provider followed procedures to manage concerns and complaints, including escalation to a central quality assurance team when needed. The provider investigated concerns and shared outcomes and learning with staff and those involved.

Staff involved people and their representatives in care planning and reviews, ensuring their views were taken into account when changes were made.

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

The provider worked effectively with GPs, district nurses and specialists, to support people’s needs and ensure timely access to care and treatment. Staff identified when people required additional support and made referrals to appropriate services, including speech and language therapists and dieticians.

Staff monitored people’s health and responded when needs changed, ensuring people received support without delay. Communication systems, including handovers and electronic care records, supported staff to share information and coordinate care.

The provider helped people to access healthcare services when required, including hospital admissions and follow‑up care, and maintained communication with professionals and families to ensure continuity.

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 delivered care that reflected people’s diverse needs, including cultural, religious and health needs. Staff supported people in line with their individual preferences and care was adapted to meet specific requirements, including for people living with dementia or those with communication needs.

The provider created an inclusive environment where people’s needs were understood and met, and there was no evidence that people experienced inequality in their care or outcomes. Feedback from people and their relatives was consistently positive about the care provided.

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 provider developed advance care plans that reflected people’s wishes, preferences and needs. These included clear guidance on people’s choices around end‑of‑life care and treatment, and staff reviewed these regularly to ensure they remained up to date.

The provider involved people and their relatives in planning for the future and worked with professionals, including palliative care services, to support people as their needs changed. Staff understood the importance of planning ahead and supported people in a way that respected their cultural and personal wishes.

The provider made support available, including access to specialist advice and services, to meet people’s needs at the end of life.