Bradford Regional Office

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. Staff provided tailored support to people. For example, staff supported one person to style their hair which was in line with their cultural needs and wishes and another person was supported to go on holiday. Staff had worked closely with this person to reduce their anxieties and provided them with a social story which included photographs of their accommodation. A staff member said, “I would be happy for a family member to be cared for here because the service is caring, professional, and person-centred.”

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. People were supported to maintain community links and keep in touch with family and friends. For example, 1 person was supported to visit their sibling. Another person was supported to go to their favourite football team matches. A person said, “I like to have a lie in, so staff only wake me up if I have a health appointment or need to be somewhere. I can sort my own finances.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Detailed communication plans were in place, to provide staff with guidance about people's individual communication needs. Staff tailored their communication to meet people's needs and used tools and adaptation to promote people to make informed choices. This included the use of objects of reference, photographs, social stories and non-verbal cues. People were provided with accessible formats to provide them with information, such as easy to read and pictorial formats.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Most people and relatives told us they felt listened to. A relative said, “The best thing is that if I have any concerns, they deal with it straight away. Communication is really good.” A person told us, “I have a keyworker, and I am happy to talk with them about things.” People were involved in regular meetings with their allocated key worker, to ensure they were happy with their care and support. People were also involved in regular meetings to discuss activities and plan what they would like to do each day.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Records evidenced people had access to external professionals as required, this included community learning disability teams, psychiatrists, psychologists, dentists and opticians. A relative said, “I had a meeting the other week with the district nurse and his social worker. The district nurse visits every 2-3 weeks to sort out any issues. She liaises with the GP. It all seems to work.”

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 were supported to take part in activities and community projects which were important to them. Some people attended a recognition awards event, and some people attended a talent show competition. Activities were person led, and staff worked with people to achieve good outcomes. For example, 1 person was supported to build their confidence to enable them to access the community, and another person wished to visit a nun’s home and was supported to do this. The provider had facilitated a charity ball event.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future. People were supported to plan short and long term goals, for example, one person was working towards being more involved within their community. Staff had supported this person to become less isolated, and they had recently played pool and attended the pub to watch a sports match.