Chy-An-Towans

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.

Care plans were detailed and highly personalised. They contained positive information relating to people’s personalities and traits. For example, ‘[Name] is a very special person. Kind, caring and inquisitive.’
Some people had routines that were important to them. Staff were aware of these and supported people in line with them. If routines became restrictive, or there was a risk they would be detrimental to the person’s long-term wellbeing, staff worked with people to help them understand how they could maintain their interest within agreed parameters. These decisions were taken in collaboration with people and reflected in care plans.

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 received consistent support from staff who knew them well. The use of agency staff was limited. Where it was needed, arrangements were made to help ensure the agency staff had an opportunity to get to know people and how they preferred to be supported. The consistent staff group enabled people to build strong and trusting relationships with staff.
People had a range of diverse health needs. The service had worked closely with relevant healthcare professionals to help ensure people received appropriate and timely support. Staff acted promptly on any advice given.

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

People’s communication preferences were recorded in care plans. One person preferred information to be written down for them and writing materials were readily available for staff to use. Other people had access to pictures and photographs to help them with making choices. Social stories were developed to support people’s understanding. We observed staff giving people time to process information and using simple language when speaking with them. There was some easy read information (information using pictures and simple text) around the service. Resident meeting minutes were written up in an easy read format. A relative commented, “They provide easy read for [Name], they have a nice, simplified picture form to look at.”

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 their relatives were asked for their views on the service in annual questionnaires. In addition, residents’ meetings were organised. Minutes showed these were used as an opportunity to share information as well as asking people if they would like to do anything differently. Minutes from a recent meeting showed some people had asked to do some specific activities. For example, one person had said they would like to attend a theatre production. The deputy manager confirmed this had taken place.

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

Staff were skilled at recognising changes in people’s health and responded promptly, escalating concerns to relevant professionals.
Adaptations had been made to the premises to make it accessible for people using wheelchairs. Handrails were fitted to wet rooms. A relative told us, “The manager is talking about making [Name’s] bathroom more accessible because of their mobility changes.”

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 completed training in equality and diversity and autism and learning disabilities to enable them to understand and reduce inequalities that affected outcomes for people they supported. They were alert to any discrimination and helped ensure people were able to access facilities in their local communities. Staff had supported people to register to vote.

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.

Many people had lived at Chy-an-Towans for several years and their needs had changed over time. The provider recognised, as people had aged, they had naturally developed additional needs. Staff had adapted how they supported people accordingly. A relative commented, “It’s [Name’s] home, and as they’ve got older they’ve met [Name’s] needs well.”

The provider considered how people would want to be supported at the end of their lives. One persons’ care plan stated ‘[End of life wishes] will be explored with [Name] only with their consent and at a pace they find comfortable.”