London Borough of Hillingdon

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 service met people’s needs. The last rating for this key question was 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 ensured people received person-centred care which met their needs and reflected their preferences. People were happy with the care they received. Relatives confirmed this. Their comments included, “Staff know [person] really well. They never do things [person] does not like”, “All the residents get on well with each other”, “It is a home away from home and I know [person] is happy there. Staff treat [person] respectfully” and “[Person] loves it there, Staff are really good. [Person] is always well cared for and well dressed.”

We saw staff were attentive to people’s needs. Staff told us about individual people and how they liked to be cared for. A member of staff told us, “We help people work towards goals which depend on what they want and their choices. We review these on a regular basis.”

The provider ensured people’s care was coordinated and met their needs. Some people attended social groups and clubs. Staff liaised with other professionals to make sure people received holistic support. Staff supported people to attend healthcare appointments and coordinated health action plans.

Staff provided people with the information they needed about their care and support. The complaints procedure, information about people’s daily lives and planned care were available in easy-to-read and pictorial formats. Staff used touch, objects of reference, signs and simple speech to help communicate with people who needed this. Some people did not use words to communicate. Staff knew them well and were able to support them to understand information and make choices. Staff understood about people’s sensory needs and ensured people felt safe and were not overwhelmed.

Relatives told us they were provided with information about the service and people’s care. Comments from relatives included, “The staff always phone me if they need to. Communication with staff is really good” and “They let me know any changes or anything I need to know.”

People were able to participate in group and individual meetings with staff to discuss the service and share their views. They were involved in planning and reviewing their own objectives. We observed staff listening to people and allowing them time to make choices.

Relatives told us their views were sought and respected. They felt involved in making decisions about people’s care. They knew how to make a complaint and felt concerns were appropriately dealt with. Comments from relatives included, “I am always involved in reviews”, “I have never needed to raise a complaint but I would feel able to”, “I am informed of any changes in [person’s] care plan”, “I talk to staff and they let me know if [person] needs anything or about any changes” and “I would always say if anything needed improving, but nothing does.”

The provider ensured people were able to access the services they needed. Relatives told us staff had advocated for people when accessing healthcare services. One relative told us, “[Staff] are a voice for [person] and speak up for [them].” Another relative explained how the staff had supported people to overcome fears to access essential healthcare interventions they needed. They told us, “They [staff] took time and showed patience to get the care [person] needed. It was a real achievement.”

The provider had procedures to ensure people were treated equitably. Staff undertook training around equality and diversity. People’s care plans included information about their individual needs and lifestyle choices. People were treated with respect by staff. Social activities were organised based on people’s individual abilities, interests and needs.

Staff supported people to plan for the future. Staff had worked with relatives to help develop funeral plans and information about how people would want to be cared for at the end of their lives. Staff had also helped people create personalised goals about achievements they wanted for the future. These were regularly monitored and reviewed. The registered manager told us about plans to increase people’s independence and open them up to new experiences. This included challenging some of the routines and habits people and staff were used to. The registered manager explained they wanted people to try new opportunities. These changes were undertaken sensitively and at people’s own pace.