Aspens Supported Living & Outreach (Kent)

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 71 (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 records were personalised and contained their individual needs and preferences. This included people’s likes and dislikes, morning and evening routines and how they liked to spend their time. Staff were guided by information about how people presented when they were feeling happy or upset and how they should respond in these situations.

We observed staff supporting people in a person-centred way. Staff communicated with people according to their individual needs. With some people staff used a few key words and phrases. For other people, staff understood they enjoyed a light hearted approach and effectively used humour to support them in their daily lives. We observed this had a positive impact on their well-being.

Some people had activity schedules and personalised activity boards with pictures and symbols to reassure people what they were doing each day. People had access to the on-site day centre which offered a range of activities. One person showed us a video of them taking part in some activities at the day centre. Relatives told us, “He does go to day service. On his day off he’ll do admin, his shopping and an activity in the afternoon like bowling, swimming or out for lunch”; and “He goes to the disco and does art”; and “They take her out in the car, a walk to the park and see the animals, visit the beach and to see us”.

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.

The service worked with other health professionals involved in people’s care. Staff knew people’s care and support needs. Staff had worked alongside health care professionals to ensure guidance was followed so people’s needs continued to be met. There were processes to ensure people had access to health care services. Staff or family members accompanied people to appointments to help advocate on their behalf.

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

The provider was aware of their responsibilities to ensure people with a disability, or sensory loss received information in a way they could understand it and support with their communication.

People’s communication needs had been assessed and were detailed in their care and support records. Staff understood the importance of presenting information to people in different formats so they could understand its content. Staff rotas, activity timetables and service user meetings were set out in pictures and simple sentences to help people understand and discuss them.

Bespoke communication had been developed for people. Some people had voice output communication aids (VOCA). A VOCA uses pre-recorded speech technology to produce spoken words that have been chosen by the person. Other people used symbols, pictures or hand signs to communicate via a widget board or Makaton. Social stories had also been used to help prepare people for important events or changes in their life. Social stories use pictures and simple language to help explain what is expected of a person in a particular social situation and why those expectations are important.

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 encouraged to share their views through meetings with their keyworkers and with their peers. These meetings included what people wanted to eat and any concerns they may have.

One person told us they had been involved in choosing the staff that would support them. They told us they enjoyed interviewing new staff. They told us the names of all the staff they had interviewed and said, “I ask about whether they will do my personal care, whether they can use a hoist and whether they can drive my car”. Another person was being supported to find voluntary employment and attending employability workshops.

Relatives said they were involved in their family members care and the majority told us that communication with staff was good. Comments included, “The communication is good. I can call whenever I want and they give me any updates. I know her schedule well”; and “Communication can be a little bit hit and miss. It is improving”.

The provider employed an inclusion lead to help ensure people’s voices were listened to and acted on. They had visited several people and also provided travel training to help people’s independence.

Relatives said they took part in review meetings of their family member’s care. One relative said, “We do have a review meeting once a year and if there’s issues we have another one.” Another relative said, “I get sent weekly report with photos – there is good contact with the important people.”

The service had a complaints policy which had been followed when complaints had been logged. Complaints were logged by the quality assurance team who had oversight of all complaints. The team then assigned an investigation to a manager from a different part of the service from which the complaint had been raised. Information about how to make a complaint was in easy read format at some people’s homes. There was also guidance about how to make a complaint on the company’s website. Comments from relatives included, ““I have raised concerns before yes. They knew I had to. Occasionally I have had to go higher and then things happen very quickly”. A health care partner said, “I have found that concerns, when they have arisen, have been dealt with promptly and appropriately”.

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

The provider set out clear admissions criteria which were that a person had a learning disability and or autism and were aged over 18 years. There were no barriers to anyone meeting these criteria being referred or admitted to the service. People’s needs were assessed before moving into the service and they would only be turned down for a place if the provider thought staff did not have the appropriate skills to provide safe care to an individual.

Staff and leaders listened but did not always act on information about people who are most likely to experience inequality in experience or outcomes. This meant people’s care was not always tailored in response to this.

Although leaders and staff were alert to discrimination and inequality that could disadvantage people using the service they had not always taken the necessary action. Two relatives told us that their family member preferred to have their personal care attended to by a female staff member. However, this had not been acted on. One relative said, “When we first went to have a look around the house we were told males shower males and females shower females. That is not the case”. Another relative told us, “In the last meeting they promised two more ladies and said they’d look into more female staff."

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.

Discussions had taken place with people and their family members about the type of support they would like when they became unwell or at the end of their lives. Living and dying plans set out people’s wishes for their future health and care. This included end-of-life care, and making arrangements for their death, such as funeral plans. People had listed what music they would like at their funeral and to whom they wanted to leave specific belongings.

People were supported with important life changes. When people experienced a bereavement, specialist support had been accessed for them. People were also supported to plan for other future events. One person was working towards living independently in their own flat. A relative commented on a significant change in their family member’s life. “He’s going on holiday again this year which I never thought would be possible".