Yohden Hall Care Complex

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 71 (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. Plans were in place that reflected people’s choices and needs, and these were regularly reviewed. One person told us, “I’ve been involved with my care plan all the way.” People were supported to access a range of activities based on their interests and spoke positively about these. One person said, “They (staff) keep me informed what’s going on and I like to go see the singer.”

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. The service had a good continuity of staff who knew the people they were supporting well and who worked effectively with healthcare partners to ensure a continuity of care. One person told us, “The staff support me well.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Leaders ensured staff were guided to communicate with people through detailed person-centred care plans. The provider understood their responsibilities in relation to the accessible information standard (AIS) and General Data Protection Regulation (GDPR).

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. Feedback was sought and acted on, including at regular meetings with people where they were able to raise any issues they had.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People had access to services and healthcare professionals they needed. Care plans contained evidence of effective working with a range of healthcare partners.

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. Care plans showed how the provider had considered people’s protected characteristics and made reasonable adjustments to support their equity in experience. People were encouraged to share their views which helped ensure they achieved positive outcomes.

People were not always 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 plans were in place for people. However, some care plans were limited in content and did not detail people’s wishes and arrangements such as who to contact, who they would like to be with them during their final days, whether the person wished to be admitted to hospital and if the person wanted medical intervention, together with any funeral plans in place.