Turning Point - Cumbria Learning Disabilities Supported Living

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.

The provider had systems in place to ensure people were involved in planning and reviewing their care and support as much as they wanted and were able to be. A relative said, “I have seen my relatives care plans and agree with them, everything runs smoothly. I was very involved with the transition when they moved to the organisation.”

Care and support plans were regularly reviewed and updated to make sure they accurately reflected people’s needs and the support they received.

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. Staff supported people to take part in activities they enjoyed and to be active in their local community. Relatives told us staff encouraged people to get out and about whenever possible. Records showed people at risk of social isolation were supported to build social connections and take part in more community activities.

Staff were trained to provide person-centred care. Leaders worked proactively with healthcare professionals and other services to ensure people received the right support at the right time.

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

Information was available in formats people could understand, and clear communication plans were in place. Staff supported people to express themselves and understood their individual communication needs. We observed staff adapting their communication style to meet people’s individual needs and help them understand information in a way that worked best for them.

Overall, relatives feedback regarding communication was good. The very small amount of less positive responses were brought to the attention of the registered manager to review and address. This was mainly in connection with staff responding to queries from relatives.

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

There was a suitable complaints procedure in place and any complaints or concerns had been investigated and responded to. People able and relatives felt they would be listened to if they had cause to complain. A relative said, “[Service manager] will respond quickly and do whatever she can to help.”

A newsletter was produced to share information or feedback, including activities people had been involved with, called ‘Cumbria Craic’. People were involved in various support groups, including My Voice. The “My Voice” events give people with learning disabilities the opportunity to share their views, experiences and ideas. Through accessible meetings and conferences, people with lived experience can discuss issues that matter to them and have their voices heard.

People and their relatives had opportunities to feedback their views about the service provided on a regular basis. Any comments made were actioned.

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

The management team and staff understood the needs of people with learning disabilities and autistic people and worked to make sure they could access the support they needed. Staff sought advice from healthcare professionals, including GPs, dentists and nurses, when required, and followed their guidance to help people achieve the best outcomes.

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 equality and diversity training to help them understand and challenge discrimination and prejudice. Leaders promoted a culture of zero tolerance towards discrimination, helping to ensure people were treated fairly and lived free from harassment.

People and their relatives were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including planned hospital operations or at the end of their life.

No one was receiving end of life care, but the provider showed confidence in how they would support people with end of life care, should this be needed in the future, including in the use of advance care planning.