Care and Support Service Sandford Station

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.

People’s care plans contained specific personal information such as people’s likes and interests, preferences and the support they had requested during their care calls.

People and their relatives were encouraged to take part in their care and support planning. 6 monthly reviews were held with people and/ or their relatives. The reviews covered all areas of people’s care and support, and discussed any changes required. People and relatives told us, “Yes, they have a care plan. The care plan is under review all the time” and “Yes, I have a care plan. I saw the lead carer the other day, she did a review. It was done previously a few months earlier.”

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’s care plans detailed important people in their lives and when they would like these people to be contacted, for example in an emergency.

People were supported by a regular staff team, and they mainly saw the same staff. Comments included, “Regular people, got to know them” and “Regular carers. There are enough they shuffle them around.”

Management and staff understood people’s needs and health conditions and where required sought appropriate additional support for people.

A health professional told us, “Communication is clear, and there is good continuity of care. The team are aware of any recent changes, medication adjustments or escalations, which makes joint working straightforward and safe.”

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

The service provided people with a care folder, this contained a copy of their care plan, the complaints procedure and information about fees. Information was displayed in the service for people, this included information about weekly activities and how to make a complaint. Good news stories and newsletters were shared with people and staff.

People told us they were provided with information in a way which was easy to understand. The manager told us information was available to people in accessible formats, such as large print, as required.

People’s communication care plans recorded any support they needed to meet their communication needs. Staff shared examples of how they adapted their communication style to meet people’s needs.

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.

The service kept a record of complaints and compliments. Positive compliments had been received from people’s families. Complaints were investigated and logged to record findings and actions taken.

People were asked for their feedback as part of their care reviews and observational checks of staff supporting them with their care. People and relatives told us they knew how to raise any concerns they had. Comments included, “I raised concerns with the manager, it was dealt with” and “No complaints, concerns. I would phone the person in charge here.”

Surveys had been shared with people to seek their feedback and actions identified to address any concerns people had. For example, where some people had raised they would not know who to speak to if their care needs changed, action had been taken to share this information with people.

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

The service and people’s apartments were accessible to all people, including those who used mobility aids.

People had call bells and pendants they could use to seek support from staff when they needed it. People’s care plans recorded if they would like relatives to be contacted in the event of an emergency. An on-call system was in place to provide any support needed out of hours.

People had access to multiple communal areas within the service, including a restaurant and lounge which was accessible to all. These facilities supported people’s wellbeing and provided opportunities for social engagement.

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 by staff who had received training in equality and diversity. Staff told us they respected people and their choices. They gave examples of how they respected people’s choices within their daily care routines. One staff member told us, “I adapt. I always ask, I don't just assume or take over.”

People’s protected characteristics were recorded and were known and respected by the staff supporting them.

The service had made referrals for people when needed, for example if their mobility had declined, to ensure they were provided with the right equipment.

All people were happy with the care and support they received and felt the care provided met their needs.

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.

Management discussed people’s wishes with them about end of life and palliative care and recorded this information in their care plans. People’s care plans also contained a record of if they had a ’Do not attempt cardiopulmonary resuscitation‘ (DNACPR) decision. Staff told us this information was easily available to them to check as needed.

The manager shared examples of how people had been supported with their wishes to stay in their home with a care package at the end of their lives. Positive impact statements had also been completed recording this information and the service had received compliments from relatives for the support given to people at the end of their lives.