Voyage (DCA) Swindon

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 79 (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. This meant people received the most up to date support in line with their changing needs. People and relatives told us they were happy with the service provided, which met their specific needs. Staff told us providing a service to meet people’s specific needs was the prime focus of the registered manager. This approach was reflected in the care records.

The provider understood the diverse health and care needs of people and their local communities. Care was joined-up, flexible and supported choice and continuity. People’s care records demonstrated the service had worked with other care providers and health services to ensure people received continuity of care. This meant that people received a holistic and inclusive service where they were put at the centre of care delivery.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People told us they received all the information they needed from the provider, in formats which were accessible to them. People's communication needs had been assessed, and a communication care plan had been developed. Relatives feedback was mixed; some told us ‘if I have concerns then I know they [the provider] will phone back’ and ‘the staff phone if there are any issues’. ‘[the managers] have their door open’ and ‘staff keep in touch, would phone if any issues’. A relative received good feedback from an email and felt the provider was ‘responsive and listened’. However, other relatives stated, ‘I am not always told about meetings’, ‘management sometimes contact, not often’ and ‘not had any communication in a long time’

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 registered manager regularly visited people to observe the way staff were supporting them and to get their feedback.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Assessments covering the accessibility of people’s home and whether any adaptations or equipment were needed had been completed. These assessments were reviewed and updated where needed. Where people moved homes, we saw the provider wasactively working in partnership with other organisations.

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. The registered manager told us they recognised the barriers people living with disabilities and people from minority communities may face and took action to develop clubs that are inclusive of people. People were supported to access services, local communities and healthcare by staff where this was needed. Staff had been supported to complete equality and diversity training and the Oliver McGowan autism training.

People were supported to plan for important life changes. This allowed them enough time to make informed decisions about their future, including at the end of their life. Staff were aware of people’s wishes for the future, for example whether people wanted to go to hospital for further treatment or whether they had Respect documents in place. This information was recorded in people’s care plans. Staff demonstrated they worked with psychiatric and psychology teams when necessary.