St Elmos

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. People were supported to take part in activities and opportunities that were meaningful to them. For example, one person attended a cycling club and another person attended the gym and Zumba classes.People’s bedrooms were personalised and were decorated in line with their preferences. One person spoke positively about their room and the things they liked about it.

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. People were supported to access their health appointments in the community with external health professionals. The provider ensured there were effective systems in place to share relevant information regarding changes in people’s health needs. One health care professional told us, “I felt that they managed my visit well, they answered all my questions. The Manager came across to meet the person with me. I felt that she engaged with the person and the staff member well and facilitated my talking to the person which was helpful.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The provider met the accessible information standard (AIS) by identifying, recording and sharing and meeting peoples communication needs. We found that peoples care records were personalised and detailed peoples preferred method of communication. Staff understood the importance of communicating with people in a person-centred way to ensure peoples individual needs were met.

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 had a complaints policy in place, records showed complaint were acknowledges, investigated and responded to within the providers timescales. The provider used surveys to gain feedback about the service. One relative told us, “I complete surveys and I feel able to raise concerns.” However, some relatives told us they would like more proactive communication from the service.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Staff worked with external professionals specifically to reduce anxieties for one person using the service. One relative told us, “Desensitisation work around injections has been arranged, someone has been coming weekly for a year to try and improve the situation.”

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. Staff had completed equality, diversity and inclusion training to help make sure they understood people’s different needs and were able to meet them.

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 reviewed end of life care plans, we found peoples wishes were clear and specific details were gained from people such as what colour flowers they would like.