Philips 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 inspection 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 received person-centred care which met their needs and preferences. Care plans instructed staff how to support people in line with their needs and wishes. Senior staff regularly reviewed care plans to ensure they were up to date and reflected people’s needs.

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. Health professionals were very positive and confident about the service. A health professional told us, “There is a high standard of care delivered (in the home) and I have a good working relationship with [Registered manager]. The communication is good and the service works well with us.”

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

The provider assessed people’s communication needs assessed as part of their initial assessments and these were regularly reviewed. Alternative ways of communicating with people were detailed in care plans such as using simple and clear sentences or specific communication aids. People could access information in different formats such as easy read or large print, if needed.
 

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.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Staff understood how to access specialist health and social care support people might need to improve their quality of life.

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. Staff completed regular training in equality and diversity to understand and reduce inequalities or prejudices that affected outcomes for people. The registered manager ensured people’s health and social care needs were fully considered and met.

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. Care plans contained details of conversations staff had with people about their future and end of life wishes.

Emergency health care plans and/or Do Not Attempt Cardio Pulmonary Resuscitation (DNACPR) plans were included in people’s care records to reflect their preferences at such a time when they would be unable to express their wishes.