Priory Supported Living London & Home Counties

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 service met people’s needs.

The last rating for this key question was 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.

People received person-centred care. People helped staff to create and review care plans. These included personal goals. People had access to the support they needed. They told us they were happy with the care they received. Staff knew people well and were able to tell us about people’s likes, dislikes and how they spent their time. One member of staff commented, “It is incredibly rewarding to help individuals live more independently, build their confidence and achieve personal goals. Being part of that journey makes work meaningful.”

Relatives told us people’s preferences and needs were met. One relative explained, “Staff know [person] so well and know exactly what to do for the best. [Person] is always clean, well dressed and healthy.” External professionals felt people received good quality person-centred care. One professional said, “Staff have a strong relationship with [person] and [their relative]. [Person] is always well-kempt and comfortable with the staff.”

Staff supported people to integrate into the community and receive the support they needed from different services. People had individual support plans which reflected their interests and needs. Some people were supported to attend employment and colleges. Other people were supported with community social activities. Comments from people using the service included, “I really like it here, we fit well together”, “I attend college and enjoy the garden” and “I am independent and can go into town.”

People were supported with continuity of staff who helped advocate for them and helped them to access external healthcare services.

Staff provided information for people in a way they understood. Some people used pictures, simple language, and objects of reference to help them understand information and to communicate. Some people spoke different languages. Staff spoke a range of languages, and everyone was understood and could understand information from staff. The registered manager told us interpreters were sourced to help some people to understand complex decisions.

Staff assessed people’s communication needs and developed plans which outlined how they should be supported. Written information was available in a range of different formats for people who needed this, including audio and video recordings.

The provider had systems to listen to people and respond to any concerns they had. People using the service and their relatives told us they knew how to make a complaint or discuss the service. Their comments included, “I know what to do if I have a complaint”, “I am as involved as I want to be”, “The manager gets things done” and “The manager is open to suggestions.”

The registered manager shared their work contact details with people using the service. During our assessment, we witnessed them taking different calls from people and offering information, support and advice.

The organisation held regular forums for people from different services to speak and share their experiences.

There was a suitable complaints procedure. We saw complaints were investigated and responded to.

People were supported to access the different services they needed. For example, staff supported people to register to vote and understand about the different choices at elections. People were supported to access healthcare services, advocacy, apply for benefits, bus passes, passports and to find out about the various services they wanted to use.

Staff tried to find creative solutions to support people. For example, some people found travelling in public difficult at busy times. The staff arranged for 1 person to move their voluntary work to a weekend so they could travel at quieter times. Staff also supported people to have healthy experiences when using the internet and online services. They offered advice and guidance to ensure people understood risks and stayed safe.

People had equity in experience and outcomes. Staff undertook training about equality and human rights. The provider had tried to match staff with shared cultural experiences, languages and religion with people using the service. This had helped ensure people had access to meals and other cultural experiences from staff who understood these needs.

Support plans included information about people’s personal history, interests and goals. Staff worked with people to help them have ordinary experiences. For example, supporting them to maintain relationships that mattered to them and their loved ones.

People were supported to plan for the future. Some people were supported to move to more independent accommodation. Staff helped them develop their skills and confidence. Staff also liaised with housing teams and advocated on behalf of people to make sure they received the help they needed to achieve their wishes.

For others, the staff helped them plan personalised goals to become more independent in their homes and to work towards things they wanted to do in the future.