Excellent Health Care

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.

We assessed a limited number of quality statements in the responsive key question and found areas of good practice. The scores for this area have been combined with scores based on the rating from the last inspection, which was good.

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.

We did not look at Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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. Relatives said their family members were treated with respect and dignity by the staff, who were also kind and caring. People’s care plans identified if they had any religious and cultural needs and guidance was provided for staff on how to support the person. Relatives confirmed their family members had indicated if they would prefer their care provided by female or male staff and this was respected.

The registered manager explained that during the initial needs assessment visits the senior staff member would match the person with a staff member with similar language, religious and cultural backgrounds wherever possible. Staff completed training on equality, diversity and human rights. The registered manager said the equality and diversity policy was discussed at team meetings, including how it should be reflected in the way care was provided. Care plans also included an information sheet providing guidance to staff on how to support people in relation to their sexuality, including respecting preferred pronouns and gender identity.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.