SeeAbility Buckinghamshire Support Service

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 71 (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’s care and support plans were personalised, holistic, strengths-based and reflected their needs and aspirations, included physical and mental health needs. People, those important to them and staff, reviewed plans regularly together.

Staff provided people with personalised, proactive and co-ordinated support in line with their communication plans, sensory assessment and support plans.

People were supported to understand their rights and explore meaningful relationships.

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.

There was continuity in people’s care and treatment because services were flexible and joined up.

People’s care and treatment was delivered in a way which met their assessed needs from services that were co-ordinated and responsive. An external healthcare professional told us “I personally feel welcome by the team whenever I visit my clients on site, or go in to discuss client care, or attend multi-disciplinary meetings; and my team have a very good joint working relationship with the team. My experience of inter-team communication with Waterside is excellent, and this is led from the top.”

People had a named keyworker and we were told this helped fostered good working relationships between people and staff.

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

People received information in a timely way that met best practice standards, legal requirements and was tailored to individual need.

People who used the service, their family, friends, and carers were provided with information that was accessible, safe, secure and supported people’s rights and choices.

People’s individual needs to have information in an accessible way were identified, recorded, highlighted and shared. People’s needs were met and reviewed to support staff to ensure people’s care and treatment was provided in line with the Accessible Information Standard.

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 knew how to give feedback about their experiences of care and support. This included how to raise any concerns or issues and they could do so in a range of accessible ways.

People, their family, friends and other carers felt they had confidence to complain, however, we received mixed views about how complaints were handled by the registered manager and staff. One relative told us “I know who I can go to if not happy and I have in the past gone higher up in management. They do a survey every year to ask our opinion and I send feedback but I do not know if things are being acted on”. Another relative told us “Concerns are acknowledged, but action is often inconsistent with many concerns raised multiple times”. We provided this feedback to the registered manager and provider to take action and make improvements.

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

People did not experience discrimination or inequality in how their care was delivered and the support they received. There were policies to promote people’s equality and diversity needs. Staff received training on equality, diversity and inclusion.

The nominated individual told us “At SeeAbility Buckinghamshire Support Services, we are committed to fostering a culture of openness, inclusion, and psychological safety. We actively work to prevent closed cultures by embedding transparency, accountability, and respectful communication across all levels of the organisation.”

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 felt empowered to give their views and understand their rights , including their rights to equality and their human rights.

People told us their experiences of discrimination and inequality were listened to and acted on to improve care.

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.