2 Millbrook Way

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 they decided, in partnership with suitable people, how to respond to any relevant changes in people’s needs.

Care plans reflected people’s needs, preferences and long-term aspirations. One person’s long term aspiration was to holiday somewhere with a hot tub. After this was achieved they have expanded their dreams to include a holiday abroad. We observed people receiving person-centred care and support in line with their individual needs and preferences.

Relatives were involved in decisions about their care. Relatives told us they were kept informed about family member’s care. One relative told us, “[Manager] messages me all the time and lets me know immediately what going on. They don’t know [family member] as long as us and will always listen to what we have to say.”

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.

Staff understood the diverse health and care needs of people they supported, having received autism and learning disability training. They also received additional training to recognise and address distressed behaviours and were provided with skills to keep people safe. A relative said, “I like it [2 Millbrook Way], it’s a good place for [family member] to be.”

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

Staff understood people’s communication needs and were able to share information in ways people understood. This included the use of short sentences, sign language and photo symbols. One person’s relative created YouTube videos to show staff how their family member communicated. One social care professional told us they had observed staff communicating well with [person]. They understood what [person] was signing, which promoted their independence and ensured their voice was heard.

The manager ensured relatives were provided with information on their family member. One relative commented by email, ‘Both [manager and deputy manager] ensure I am fully updated on [family member] on a fairly regular basis. This has improved significantly under the current management.’

The provider ensured people and relatives understood how to give feedback, share ideas or make a complaint. The service had robust complaints procedures, and we saw when complaints had been received, they had been responded to in line with policy.

When people provided feedback through their actions, management and staff sought to find solutions and sought positive outcomes.

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

People received care and treatment at home. The management team worked with health and social care professionals to manage the risks and enable people to attend appointments at services in their local community.

Staff and management 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. They had a good understanding of people they supported and how they may experience inequalities due to their protected characteristics.

Care plans considered people’s protected characteristics and had strategies to support equity in experience and outcomes. Staffing levels, continuity of support and the service car and minibus provided people opportunities to have the same choices and experiences as everyone else.

People and relatives were offered the opportunity 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.

Some families did not want to have end of life discussions related to their relative. Other people had end of life guidance that included favourite songs and their preferred place of care as part of their end of life care.