The Tides

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 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 service 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.

The service provided care based on each person’s needs and preferences. Care plans and risk assessments were personalised and reviewed regularly to reflect people’s needs. Staff knew people well and respected their choices and wishes. Bedrooms and the environment were adapted to suit individual needs and interests, supporting personalised care.

The service 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 service understood people’s different health and care needs and provided consistent support that promoted choice and positive outcome. Staff worked closely with GPs, occupational therapists and physiotherapists to ensure people’s needs were met.

Healthcare professionals spoke positively about the service’s communication. One said, “I feel that the care provider is very transparent and quick to pick up on changes with the people they support and seek medical advice should it be needed. I feel the communication is great.’’

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

Clear communication plans helped staff understand how to communicate with each person. The service met the Accessible Information Standard (AIS) requirements and provided information in suitable formats, including pictures and easy-read documents. The AIS isa law to make sure that people who have a disability, impairment or sensory loss receive information they can easily read or understand. Information was made available in formats that met people’s needs, such as pictures for choices or easy-to-read guides for complaints and feedback.

Relatives told us they were well informed and involved, with updates shared clearly and without delay. The service also offered documents in different format if needed.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result.

Relatives were given regular opportunities to share feedback through meetings and surveys. Relatives were actively involved in care planning, helping to ensure care remained person-centred. A clear complaints policy was in place, and concerns raised were responded to promptly. Relatives felt confident they would be listened to and taken seriously.

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

People received inclusive care that met their individual needs. Staff completed equality and diversity training and followed relevant policies. Staff supported people to overcome barriers, such as communication or mobility needs, to enable them to access health and care services they need. Referrals to external professionals were made promptly, helping ensure people fair and appropriate support.

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.

People took part in meaningful activities, including community outings and activities based on their interests. Staff supported people to stay active and involved in activities that promoted their independence and wellbeing, regardless of any additional barriers they faced. Relatives valued the opportunities and positive experiences provided.

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.

Staff knew who to contact for additional support with end-of-life care. The service aimed to be a ‘home for life’ providing comfort, continuity and a sense of belonging. Staff worked with people and their families to plan care in a sensitive and supportive way, ensuring changing needs were respected.