Blair House

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.

People were at the centre of their care and support and staff adapted care to reflect people’s individual needs and preferences. People told us they had care plans and were involved in discussions about their support. Staff understood people’s routines and preferences and used this information to guide day to day care. Relatives confirmed they were involved. One relative said, “Whenever there is a change in my loved one’s needs and care, I am invited to review the changes to the support plan and sign to say I agree to the amendments.” Another relative said, “We get together once a year and review everything.” When people’s needs changed, staff made adjustments and sought advice when required so support remained appropriate. Care plans reflected people’s social needs and interests and staff encouraged people to make choices about how they spent their time which helped ensure care was not task led. Staff worked in ways that promoted people’s independence and encouraged them to do as much as they could for themselves.

People received joined up and consistent care because staff and managers understood their needs and worked with others to support continuity. Staff shared information effectively through handovers so everyone involved in a person’s care understood any changes. Flash meetings were used to raise concerns promptly and ensure actions were not missed. Care plans reflected the support people received from external professionals and staff followed this guidance to provide consistent care. Managers worked with other services when people needed additional support and made referrals in a timely way when needs changed.

People received information in ways they could understand and the service had accessible formats available to support communication. Managers had systems to identify people’s communication needs and ensured information was adapted so people could engage in their care and make informed decisions. Accessible information was available to help people understand their support and any changes to their care. Staff understood how to share information safely and followed procedures for recording and storing personal information in line with data protection requirements. Information needed for people and those close to them was kept up to date and available when required.

People were supported to share their views and were involved in decisions about their care. Managers made information available in accessible formats so people could understand how to give feedback or raise concerns. People said staff listened to them and supported them to make choices about their daily routines and activities. Staff involved people in discussions about their care and shared updates when needs changed. Systems were in place for people or their relatives to raise concerns and managers reviewed this information to make improvements where needed. One relative told us, “If I ever have a concern, the manager will invite me to meet with them. We discuss the issue and come up with an action plan that suits everyone.”

People could access the care and support they needed, and reasonable adjustments were made to help meet individual needs. Accessible information was available to support people to understand their care and communicate their choices. Staff helped people attend health appointments and adapted support so people with different abilities could take part in activities. Care was delivered in line with agreed funding, and staff considered people’s communication and mobility needs when planning support. The service took steps to remove barriers that might limit people’s access to care and ensured people received the support they needed.

People had positive experiences of the service and staff supported them in ways that promoted fairness and equal access to care. People were treated equally and there were no concerns raised about discrimination within the service. Staff understood people’s individual needs and adapted support so care remained consistent and person centred. Managers monitored people’s experiences and took action when needs changed to help prevent poorer outcomes. Care plans reflected people’s preferences and needs, which helped ensure care was delivered in a way that supported equity in people’s experiences.

People were supported to think about their future care in a way that respected their wishes and took place at a pace that felt right for them. Staff spoke with people about their preferences for future care, including end-of-life wishes, when it was appropriate and when people wanted to have these conversations. Training in end-of-life care was being planned to further strengthen staff confidence in supporting people with future planning. The provider showed awareness of the Learning from Lives and Deaths – People with a Learning Disability and Autistic People (LeDeR) programme and the need to use learning from reviews to improve care.