Brighton Road

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 service met people’s needs. At this inspection 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 had care plans that described their health and social care needs and included guidelines for staff on how to best support them. Staff had a very good understanding of people’s needs. They were able to tell us in detail about people’s individual needs and wishes and how people liked to be supported. People’s care records reflected the principles and values of Right support, right care, right culture. People had completed ‘All about me’ records that included a one-page profile about who they were. The document also included, for example, things that were important to them such family, what you need to know about me to support me, recreation and relaxation, accessing the community, communication skills and my goals and aspirations.

People told us they had named keyworkers who helped them with their care needs. One person told us I have meetings with my keyworker, we talk about everything, things I want to do, like outings and going shopping.” Staff member told us what they talked about with the person they key worked. “The person I key work likes to go out for a coffee; he likes to have a haircut and talk about his family and activities. He wants to one day have his own flat and that’s something that can be achieved. I also make sure he has everything he needs like clothes toiletries.”

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 worked effectively with health and social care professionals to ensure people received joined up care provision and continuity. An array of health and social care professionals communicated with staff and visited the service on a regular basis to respond to people’s care and support needs. Record showed staff referred people to external professionals in a timely manner when required. These included GPs, dietitians, dentists district nurses and speech and language therapists amongst others.

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

The provider shared information with people about the service in the form of a service users guide. We saw written and pictorial information in the service users guide and about individual activities, menus and how to make complaints. The registered manager told us most people could understand the information that was provided to them; however, if needed information could be provided in different formats to meet people's needs for example pictures, large print or using a talking iPad.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support.

We saw copies of satisfaction surveys completed by people using the service. They said they liked the people they lived with and they were supported to maintain relationships with their families and friends.

There was a complaints policy and procure in place. One person told us they knew how to complain if they needed to. They said, “I will tell the staff or the manager if I am not happy about anything.” Records showed that complaints were investigated and responded to, and complainants were informed of the outcome.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

Staff were knowledgeable about how to access specialist support when needed and maintained collaborative links with local health and social care teams. They ensured people could access a range of health and social care professionals when they needed them.

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.

Staff told us people were respected in their local community and some travelled independently to their jobs, day centres or just out into town for shopping trips. Staff understood their responsibility to ensure people experienced good outcomes tailored to their care and support needs and wishes. A staff member told us there was a positive approach to risk taking so that people could live life as much as they could.

The registered manager told us no one currently using the service required support with end-of-life care.

They said they would work with people, their family members and health professionals to make sure people were supported to have a dignified death. We saw people’s care records included a section on how they would like to be supported at the end of their lives.