Opportunities for Adults and Children

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.

Relatives told us they were happy with the care provided and the way this was organised. They told us they were involved in care planning which was regularly reviewed to ensure information was current and up to date.One relative told us, “There are no restrictions on what she wants to do. It is all her choice.” Another relative told us, “They know her likes and dislikes, she will tell them. Staff listen.”

The registered manager told us how they ensured peoples likes and dislikes and preferences were respected and met.They shared examples of supporting people to access the community to go to the places people wanted to.

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.

Communication with other health and social care professionals was effective, enabling timely adjustments to people’s care when required.

People were supported to access the health and social care services relevant to their needs and were given the information necessary to make informed decisions about their care and treatment. Staff worked collaboratively with a wide range of external professionals and services, including GPs, social workers, therapists and hospitals, to ensure care was well‑coordinated, responsive and reflective of people’s assessed needs. This joined‑up approach contributed to continuity in care, supported smooth transitions between services and helped people remain actively involved in planning their support.

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

People’s care plans reflected their physical, mental and emotional needs. Care staff told us they had information about and understood people’s communication needs meaning they could support people to fully express themselves. People were provided information in a format suitable for their needs. Professionals noted information sharing was timely, transparent and helped ensure coordinated and effective care.

The provider was developing easy‑read versions of key policies to support people’s understanding of their rights and expectations. In addition, they were working with speech and language therapists to develop social stories to help people better understand upcoming events, routines or changes in their support. This demonstrated a proactive, inclusive and accessible approach to information sharing.

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.

People were actively involved in shaping their care plans and daily routines. Feedback was sought regularly, reviewed thoroughly, and acted upon to drive improvements. The provider had a complaints policy in place, which detailed how complaints would be handled. The registered manager told us how they would listen to people’s feedback and act to ensure concerns were addressed.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Equality and diversity policies were in place, and staff completed relevant training which helped them understand the potential barriers people may face in accessing services. This supported staff to recognise inequalities and work with people to overcome them.

The registered manager demonstrated a strong awareness of health inequalities, particularly for people with learning disabilities, and recognised how assumptions or inaccessible services could impact a person’s ability to access essential healthcare and their quality of life. They provided examples of where they had advocated on behalf of people to ensure equitable access to healthcare. For example, they supported people who were anxious about attending dental appointments by liaising with dental services to arrange reasonable adjustments. This included tailoring the environment or appointment process to meet the person’s communication and sensory needs, enabling them to receive treatment safely and with reduced anxiety.

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. The provider promoted an inclusive, person‑centred approach that ensured people experienced fair and positive outcomes from their care and support.

Staff understood people’s individual communication, sensory, emotional and cultural needs and adapted their approach to ensure each person felt respected, understood and included. The registered manager’s focus on equitable practice supported people to achieve the same opportunities for positive health and wellbeing outcomes as anyone else. Their proactive advocacy ensured people with learning disabilities received care and treatment that recognised their needs rather than assumptions about disability. This equitable approach helped prevent people being disadvantaged.

Staff treated people equally and without discrimination. Relatives were positive about the care and support people received and felt their family members were treated with dignity, fairness and respect.

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.

Important conversations were handled with sensitivity and compassion, ensuring plans reflected people’s personal wishes and long-term wellbeing goals. This meant people could plan in a way that respected their wishes and gave them reassurance about the future.

Staff described how they supported people to identify and work towards their goals, and how they monitored progress. This meant people received support that helped them stay on track with their plans and adjust their goals as their needs or circumstances changed.

At the time of assessment no one was receiving end of life care. Should end of life care be required this would be provided in line with the person’s wishes.

The provider worked closely with the local hospice to ensure staff received training in end‑of‑life care. This partnership helped equip staff with the knowledge and confidence to provide sensitive, high‑quality support in the future, and demonstrated a proactive approach to preparing for people’s changing needs.