Archived: Defoe Court

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. People told us staff provided person-centred care. One person we spoke with said, “Staff are lovely and take good care. (They) will do anything.” Care plans contained personalised guidance on the support people wanted and needed and were regularly reviewed. People were supported to access a range of activities based on their interests and spoke positively about these. We saw people taking part in activities that they were clearly enjoying.

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. Staff knew people at the service well, meaning they could provide support that responded to their needs and choices. One person told us, “It’s a great place, a great home.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Care plans contained guidance for staff on the most effective ways to communicate with people and support them to make their voices heard.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Regular meetings took place at which people were updated on changes or developments at the service and asked for their suggestions and ideas on improvements. One person told us, “We have monthly meetings and can talk about anything. If we want something changing it changes.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. Healthcare partners said the service was responsive to people’s needs, with one telling us, “Residents are always happy and relaxed, if anyone is unhappy staff are very responsive to this and do their upmost to help in any way they can.”

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.

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. Plans were personalised and emphasised what was important to people in planning their care.