The Terrace

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 64 (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 did not always make sure people were at the centre of their care and treatment choices and they did not always work in partnership with people, to decide how to respond to any relevant changes in people’s needs.

People’s views and wishes were not always clearly recorded in care plans. However, staff knew this information and followed the person’s needs and wishes.

The provider had a system to contact and discuss people’s care with relatives, but families told us this didn’t always happen. Some relatives did not feel they were actively involved in the care planning, despite being heavily involved in the person’s life. Relatives said they felt they were not listened to and that they had to intervene themselves to address their family member’s careneeds. Care records did not evidence people and relatives were actively involved and kept updated.

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 staff team worked predominantly on 1 of the two units to ensure consistency for the people they supported. External professionals told us they worked well with the service, and there were positive interactions between people and staff during our assessment.

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

Communication care plans were in place for people following an assessment of their needs which outlined how information should be presented for each person.

The provider had systems for people to raise complaints. However, they did not always make it easy for people to share feedback and ideas.

Family members told us there were not regular family meetings and the most recent meeting gave them limited notice to enable them to attend.

A relative satisfaction survey was completed via telephone over a 6-month period which showed dissatisfaction in a number of areas across the service. There was no evidence of the outcome and actions taken being shared with families.

The provider made sure people could access the care, support and treatment they needed when they needed it. People were treated fairly and without discrimination. Referrals were made to other healthcare professionals in a timely manner. Staff had received training in equality, diversity and inclusion.

Staff and leaders did not always actively listen to information about people who are most likely to experience inequality in experience or outcomes. This meant people’s care was not always tailored in response to this.

The provider had not sufficiently considered equity within the environment for people living with dementia. There was a lack of evidence the specific needs of people living with dementia had been considered. The environment did not support orientation, independence, or meaningful engagement.

Staff felt people living within the dementia unit and others who spent time in their rooms did not receive the same level of engagement and interaction with activities as others in the home. One staff member told us, “The dementia unit feels like the forgotten side.”

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 had personalised end of life care plans which were regularly reviewed and outlined their wishes for their end-of-life care. They took into account any religious beliefs, to ensure end of life care was delivered in a respectful and meaningful way for them.

One family member had given positive feedback about how staff supported their relative in their final moments. They said, “Everything was exactly as they would have wanted it.”