Aspire Hub 2

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.

Support plans demonstrated the involvement of people where they were able and wished to participate. They were written in a respectful manner and showed that people were placed at the centre of their care, with their preferences, wishes and rights carefully considered alongside the provider’s responsibility to promote their safety and wellbeing.

However, the lack of a consistent workforce who knew people well meant that there were occasions when individuals were unable to participate in significant trips and activities that were important to them which on occasion resulted in alterations to planned activities and arrangements. Although the provider worked with people and staff to minimise the impact of these changes, they continued to affect people’s ability to consistently access the experiences and opportunities that mattered most to them.

We spoke with staff to understand how they delivered person-centred care and what this meant. One staff member told us about the support they provide, “it means to me if I am working with that customer I am going to work with them and support them in a way that is unique to them and a way that they want the support. If one person wants their medication, then their shower. If I work with someone else, I support them as an individual and carry out their routine the way they want to do it, if it means going to that café instead of somewhere else that’s what I will do.”

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 and staff demonstrated a good understanding of the people’s particular health and care needs. Staff had received person specific training to develop their knowledge of the person’s care requirements to ensure they effectively met their needs.

People were supported to make informed choices about their care including the appointments they accessed, information was given to people in a way they understood and was appropriate for them.

The provider ensured that people received accurate, up-to-date information in formats tailored to their individual needs.

Since 2016, all organisations delivering publicly funded adult social care have been legally required to comply with the Accessible Information Standard (AIS). This standard ensures that people with a disability, impairment, or sensory loss and, in some cases, their carers are given information in a way they can understand.

The provider offered a range of easy-read documents and used appropriate communication techniques during meetings to capture people’s feedback. The Registered Manager confirmed that, where alternative formats were required, they would source the most suitable option for the individual.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved the people in decisions about their care and told them what had changed as a result.

We saw the providers complaints procedure was available in an easy read format for people. We observed open communication between people, staff and management.

Staff listened to the people and responded appropriately when they communicated their needs and wishes including through their demeanour. Staff understood the importance of developing good relationships with the people to support them to be able to openly share feedback and raise concerns. One staff member said, “We encourage people to speak up and say if anything is bothering them, we want to make sure we do what we can to make things right.”

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

We saw evidence which confirmed the people had been supported to access care and treatment, including urgent care, when they needed it.

This meant the people was effectively supported to access the care and treatment they required in a timely way to support them to maintain their health and wellbeing.

Staff and leaders actively listened to information about people most likely to experience inequality in their care and tailored support and treatment accordingly.

Leaders and staff recognised the barriers faced by people living with a learning disability, autism, or other diagnoses and provided relevant training to address these challenges. Staff demonstrated a clear understanding of equality, diversity, and human rights and explained how they ensured individuals were treated fairly and with respect. One staff member told us, “I treat everyone as an individual and adapt my support to the situation rather than treating everyone the same.”

Staff also knew how to access essential information in medical emergencies to promote positive outcomes.

People had been 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 support plans which included information about the support the people would need to discuss end of life plans. This was respectfully documented.