Archived: Haythorne Place

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 reviewed regularly, and updates were completed after conversations with people. People were supported by staff who knew them well and understood their needs. Staff were kind and considerate in their interactions with people. We observed staff engaging with people during a session mixing activities like a board game, crafts and friendly conversation. The staff had adapted the activities to suit people’s needs and used humour to make sure everyone felt included. We observed open, warm interactions between people and staff

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’s needs changed the provider has systems in place to record the changes which were then communicated to the staff team. This enabled the staff to be up to date in relation to people’s changing needs and continuity of care could be provided.

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

The provider was aware of the accessible information standard and ensured all people's needs were assessed before they commenced the service to ensure any adjustments were implemented. Staff we spoke with understood how to communicate with the people they supported. We saw good, detailed communication care and support plans in people's files for staff to follow.

The provider had a complaints procedure and people felt comfortable raising concerns with staff and leaders. Complaints were dealt with in a timely and appropriate way, ensuring people received an outcome. Lessons were learned to ensure practice improved.

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 had been involved in decision making in relation to their care and support, this was reflected in their care records.

Staff encouraged people to make choices in the way they received their care and their choices were respected.

The provider had a complaints procedure and people felt comfortable raising concerns with staff and leaders. Complaints were dealt with in a timely and appropriate way, ensuring people received an outcome. Lessons were learned to ensure practice improved.

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 had been involved in decision making in relation to their care and support, this was reflected in their care records.

Staff encouraged people to make choices in the way they received their care and their choices were respected.

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 involved in their care plans which reflected people’s preferences and outcomes.

People were aware of their rights and felt empowered by the provider. All feedback from people was positive and no one felt they were not treated equally.

The provider had policies and procedures in place relating to equality and diversity. Staff had received training in equality and diversity. The provider had good knowledge and understanding of equality, diversity and inclusion and told us they followed a Human Rights approach.

Staff respected and appreciated people's backgrounds and cultural values, fostering a positive, welcoming and inclusive culture.

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.

End of life care arrangements were in place to ensure people had a comfortable and dignified death. The service worked with people and families to assess and document their end of life wishes. These were clearly recorded within care plans.