ASLN

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. 

We saw that people’s care plans were detailed and person‑centred. They included information about people’s likes, dislikes, goals, and aspirations. Care plans clearly outlined people’s preferred routines and described how staff should support them to be as independent as possible. 

One staff member told us that care plans were regularly reviewed and updated as people aged and as their needs changed. They said they had seen people’s lives improve and their skills develop while being supported by the service. 

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. 

The management team demonstrated a good understanding of CQC guidance on supporting autistic people and people with learning disabilities, including Right Support, Right Care, Right Culture. Both managers and staff we spoke with showed strong knowledge of how autism and learning disabilities can impact people’s lives and the specific challenges they may face. 

People were supported by regular carers, which helped to promote continuity of care and enabled them to build trusting and meaningful relationships with staff. This consistency supported people to feel safe and understood. 

People were supported to access healthcare services that met their individual needs, with reasonable adjustments made where required to ensure services were accessible and person‑centred. The staff team showed flexibility in how they supported people, responding to changing needs and preferences to help ensure people received the right care at the right time. 

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

People had access to information in formats that were appropriate to their individual needs. Support plans were produced using pictorial formats where required, which helped to ensure people were able to fully engage with the care‑planning process and understand the support they received. One staff member said, “If [people] can talk, I will talk to them but if they are non-verbal I have Makaton and visual cards that I can use to communicate with them.” 

The management team demonstrated a good understanding of their responsibilities under the Accessible Information Standard. Staff we spoke with told us that people’s communication needs and preferences were clearly recorded within their support plans, and we saw evidence of this in the records we reviewed. This helped to ensure information was shared in a way that was accessible and meaningful for each person. 

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 supported and encouraged to share their views about the service. They had opportunities to provide feedback both informally, through day‑to‑day interactions with staff, and formally through regular satisfaction surveys. 

The results of feedback and surveys were analysed by the management team, and action was taken where needed to improve the service. This demonstrated a commitment to learning from people’s experiences. People were placed at the centre of their care and were involved in decisions about the support they received, ensuring their views, wishes, and preferences were respected. 

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

No concerns were identified in this area. People were able to access care when they needed it and were supported by staff who understood their individual needs. The service ensured that support was responsive and accessible, helping people to receive timely and appropriate care. 

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 fair and consistent outcomes from the support they received. Care was tailored to individuals’ needs, abilities, and circumstances, helping to ensure people achieved positive outcomes and were supported to reach their personal goals. Staff understood people well and worked in partnership with them to promote inclusion, independence, and quality of life. 

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. 

We saw that people’s care plans clearly identified the goals they wanted to achieve and outlined the steps required to support them to progress towards these. Plans were person‑centred and focused on people’s aspirations, strengths, and desired outcomes.