4 Futures

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

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 found that people’s care was person centred. Where possible, people led their care. If this was not possible, the provider took steps to involve them in decision making, designing, planning and tweaking their care, until it worked for them. This was a constant approach so the provider could adapt to people’s changing needs.

Staff understood the need to support people differently to each other, and the importance of delivering person centred care.

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 provider had a consistent staff team. They operated a rolling-rota system which included a pool of ‘bank staff’, which provided continuity for people and ensured staff skills and knowledge were maintained to a good standard.

The provider operated an on-call system so staff and people could access support out of normal working hours.

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

The provider ensured that information about people, there for staff guidance was kept up to date. Changes were quickly embedded and communicated to staff.

Information had been adapted into different formats to enable people to access information about them and understand it. This included easy-read care plans and consent to care forms. These were updated alongside care plans and assessments which were there to support staff in their roles.

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 and relatives told us that staff and leaders were always available and approachable should they want to speak with them.

The provider actively involved people and their relatives, and sought feedback to improve people’s care, and the service. This was done through individual meetings, as well group meetings for people using the service.

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

People’s care plans and the care they experienced, considered their characteristics, communication needs and personal preferences, so support was tailored specifically for them. The provider ensured that people had fair and equal access to support and opportunities.

Leaders and staff had a good understanding of equality, diversity and inclusion, and were able to explain and demonstrate how they adapted care for people to meet their individual needs.

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 ensured people were not disadvantaged based on their protected characteristics. Staff had good knowledge about how to challenge discrimination to ensure people had equal experiences. The provider had good oversight over people’s desired outcomes and regularly monitored their progress, ensuring equal provisions were available to support people to achieve these.

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.

People had plans in place which reflected their plans for the future. This included how they wished to be cared for when they were approaching the end of their life.

This had been adapted into a format for each individual that met their communication needs.

Additionally, the provider ensured that people were supported to plan how to achieve their goals and reviewed this with people regularly.