Archived: Clifton 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 service met people’s needs.

At our last inspection we rated this key question requires improvement. At this inspection 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 service 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. All those we spoke with felt engaged in planning their care. One person said, “I do know of my care plan, and we are going through it at the moment.” People received personalised care and support specific to their needs, preferences and routines. These plans contained clear guidance for staff to follow to ensure a person-centred approach to care. People's care plans were regularly updated to reflect their changing needs.

The service 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’s diverse needs and wishes were identified by the provider and recorded. People told us they received support which promoted their individual backgrounds and cultures. One person described how they were provided with food which was reminiscent of their background, another told us how their religious practices were observed and promoted by staff. People’s individual circumstances were known by the staff supporting them. When it was appropriate these were shared with other healthcare services to promote inclusive care and continuity.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual preferences. People had their individual communication needs recorded which were known by staff. For example, 1 person found difficulty reading English. Their care plan was translated in a language they could access which was reviewed by a speaker of that language to ensure it accurately reflected the needs of the person.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. All those we spoke with told us they knew how to raise a concern or a compliment. One person said, “I have no concerns or complaints.” They went on to say they knew who to contact if they did. One person told us they had previously raised a complaint and this had been addressed to their satisfaction. The provider had systems in place to support feedback from people and relatives and respond appropriately.

The service made sure that people could access the care, support and treatment they needed when they needed it. All those we spoke with told us they were promptly referred to healthcare services and outside support if it was needed free from discrimination.

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. When it was appropriate and needed the management team and staff advocated on behalf of people to ensure they had access to services that matched their individual care needs. People, and their relatives, were confident to speak with staff and the management team about things which mattered to them and which could impact on their health and wellbeing.

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. People, and when needed those close to them, were supported to identify their wishes for future care. These were recorded in their personal care and support plans which would move between healthcare providers, if necessary, to ensure their wishes went with them.