GUTU

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.

People received person-centred care. We observed every person we visited was supported by staff who knew them well and could explain their individual preferences, needs and risks. Staff knew who was important to people, helped them to engage in tasks which developed their skills and independence, but also knew why and when people may become distressed and would require additional support. People’s relatives told us their loved ones received support and care tailored to their individual needs. People’s support plans were personalised and included information around their preferred communication, things important to them, their life stories, interests and culture.

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 explained how they supported people to become more independent and live in the community, how this was planned and reviewed with people’s representatives, and other healthcare and social care professionals. A relative commented this helped the person to avoid hospital admission and mental health crisis, as the support they were receiving was consistent and well-organised to meet their individual needs, even when these were sometimes changing when the person was not feeling well. The professionals working with the service were complimentary about how staff worked with them to ensure people were enabled to live safely and independently with support.

Staff provided information in a way people could understand, and people had detailed information on how they communicated included in their support plans, communication passports and homes.

The provider had systems and processes in place to ask for people’s and relatives’ feedback. They included reviews of feedback in their action plans and there were clear ways for people to make a complaint where required. People’s relatives told us people and their representatives were encouraged to speak up, express their views and were listened to by staff. Relatives said, “[Person] will go out to [staff] and make sure [staff] get what they need, [staff] are always on hand, always stop and listen to [person] and what they want.”, “[Staff] take whatever I say on board, we got this far together because we communicate a lot and I make sure when they mention things I listen as well and take action. We have good relationship.”, and “I definitely think they would deal with [any complaint] seriously.” The provider had recently completed a feedback survey and was working on better ways of including people with specific communication needs in their own support reviews.

The provider made sure people could access the care, support and treatment they needed when they needed it. Staff supported people to access other healthcare and social care services as needed, to go out and to build their skills. Some people went to socialise with others in a local day centre, others had weekly planners which included things they could and liked to do, things they were encouraged to do to build new skills, or sensory activities.

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 were supported to be as independent as possible and to have the support, care and treatment they needed to avoid hospital admissions and crisis situations. Where needed, the provider worked with other professionals to review and adjust support people received to ensure their wellbeing. People’s support plans were robust in assessing the details of support needed to enable people, some of who had experienced traumatic events in their past or struggled with complex behavioural support needs, to live independently in the community with the right support in place.

Where people wanted to, they 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. People who chose to discuss this area of their support with staff, had support plans explaining their wishes and choices.