Beech Tree House

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 requires improvement. At this assessment the rating has changed to 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 had plans in place, so staff knew how to communicate effectively with them. People felt staff understood how to effectively communicate with them.

People received support that was tailored to their individual needs by staff who knew them well. We observed staff interacting with people in ways that met their immediate needs and in a person-centred manner. It was clear to us that people valued the relationships they had with staff.

Each person had a keyworker who ensured people’s support needs were met, reviewed and updated regularly. The keyworker supported them to achieve their goals and aspirations such as planning for specific holidays. One person said, “My keyworker helps me to keep busy”.

Daily care records showed people were supported to undertake a wide range of activities of their choice. There was a car available for people to use to go to activities and appointments, and to go for drives to meet their sensory needs. People told us how well they got on with the staff and their housemates, and how disagreements and differences within the household were thoughtfully addressed to resolve conflicts. One person said, “We don’t have arguments. Sometimes it gets quite loud, but I can go into my own space if I need to”.

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.

Where people received support or treatment from others, the provider ensured their care was provided in a joined-up manner. People had hospital passports that included details about their physical, mental and emotional health needs, communication preferences, and any reasonable adjustments required to help them get the most out of healthcare appointments.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. We identified some information was provided in a range of formats to meet people’s communication needs, such as information about keeping safe and how to make a complaint. Each person had a detailed, thorough and comprehensive communication plan in their care and support records. Where required, this included information about people’s gestures, tone of voice and specific vocalisations to support staff to understand what these meant. The provider met the requirements of the Accessible Information Standard. Staff were trained to understand the importance of maintaining confidentiality.

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 told us they felt free to raise any issues with their keyworker or the managers. One person said, “If I had any problems I would tell [my keyworker] and they would help me to sort it out”. The provider kept people informed about how their feedback was acted on. Complaints were managed appropriately, and staff were confident how to respond if a complaint was raised.

The provider ensured that people could access the care, support and treatment they needed when they needed it. Staff were responsive to people and supported people to access services in a timely way. The management team and staff team understood the needs of people with a learning disability and autistic people and tried to ensure there were no barriers to people receiving the specialist support required. Staff contacted and involved external health professionals when needed. They followed professional’s advice and guidance to try to help ensure people were being looked after safely. There were communication and hospital passports in place to guide staff and external health and social care professionals on how to support people to access care and treatment in a way that worked for the person. Relatives told us that staff supported people to attend healthcare appointments when needed, ensuring they could access the treatment required.

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 treated as individuals by staff and supported in a highly person- and relationship-centred way. We identified there were some differences in experiences for some people in accessing activities outside of the home. However, the service had supported people with complex needs to go on holidays to different locations in the UK and were planning future breaks. This showed a commitment to ensuring people had meaningful experiences and opportunities to participate in activities that were important to them. The provider had a policy in place relating to equality and diversity, and staff received equality and diversity and inclusion training.

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. Staff supported people to plan for their future by supporting them to identify and work towards goals and aspirations. Where people had specific wishes about their care at the end of their lives, these were recorded in their support plans.