8 Acres

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 Requires Improvement. At this assessment the rating has changed to Good: This meant people’s needs were met through good organisation and delivery.

This service scored 82 (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.

Care plans demonstrated a strong emphasis on person-centred care, highlighting how staff had collaborated closely with individuals and their families to document personal wishes and preferences. People, along with those significant to them, were actively engaged in shaping the care and support they received. The service consistently placed individuals at the heart of decision-making, ensuring their treatment choices reflected their needs and values. Any changes in people’s conditions were promptly addressed and updated in the relevant electronic systems.

The provider showed an exceptional respect and understanding of people’s chosen gender identifies. For example, in cases where people’s gender expression could vary from day to day, care plans clearly outlined how people would communicate their preferences to staff, including how they wished to be addressed.

People benefitted from a regular, stable staff team. People were allocated the same team of staff so they were more familiar with each other. The provider attempted to match staff and people with shared interests. The manager said, “It is important to match people with similar interests, it makes sure everyone has a good time.”

This flexible approach supported personal choice and continuity, making sure that care remained responsive and respectful at all times.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Staff were aware of people’s communication needs. We saw pictorial timetables, Now and Next boards and observed Picture Exchange Communication System (PECS) being used appropriately by staff.

One person used their own Makaton signs and there was a dictionary for staff in the person’s flat. We observed staff signing with them and they clearly understood and responded to each other. Another person had photos of objects they had laminated and used as picture cards to assist staff to understand their choices. A relative told us, “[Person] can use Makaton and some sign language to ask staff for something. Some staff carry the signs on a key ring to help communicate better with [Person].”

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 told us they felt free to raise any issues or concerns and they would be taken seriously. One person said, “If I have any problems I tell [staff member] and they help me, they sort it out. I can have my say.” A staff member said, “[People] are seeing the outside world rather than the same faces every day. They do their own shopping and we are there to assist and support; before staff would do everything for them, waking them up, personal care. Now we are teaching and supporting them every day how they can improve themselves and build self-confidence.”

The provider carried out regular surveys for people, relatives and staff. The feedback from these was analysed and used to drive any changes or improvements. For example, feedback had been given about the survey directly, this had resulted in changes to the questions that were asked, how these were scored and how the survey was communicated to increase awareness. Additionally, there was a ‘family forum’ in place. This was set up, chaired, and run by family members. The manager and directors of the service received regular information from the group. A relative told us, “[The meeting focus] is more strategic and action plans put in place through our issues or suggestions. This includes discussing changes needed on the site, for example the lighting at night coming from the barn was an issue, this has been addressed with motion centred lights. Telephones were also an issue; they were Wi-Fi dependent, and the signal was not always good. It was hard to get through especially at weekends and the responsiveness of the staff answering the phone was an issue, but this is all now resolved."

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

Staff told us how one person did not seem to like swimming before, however staff worked out the person found the temperature was too cool which prevented them enjoying the activity. Staff worked with the person and had since sourced a private pool for them which was warmer. The person now went there regularly and really enjoys it.

People were supported to see health professionals when needed. A relative said, “They know when [person] is out of sorts and GP will see them quickly.”

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care and support in response to this.

Staff supported people to go on holidays of their choice. One staff member told us, “Anyone can go on holiday and most people go every year. They go to the seaside mostly, but we will support them to go wherever they wish.” A person told us, “I went on a boat on the Broads. I want to go again next year but I will go to the seaside this year.”

People told us about some of the activities they did. One person said, “I go to Norwich and go to the charity shops, see if I can get any new DVDs. I like to go bike riding too.” Another person said, “I like to go to the pool hall and shoot some pool, have a few drinks with my mates. The staff help me to get there.” A third person said, “I go swimming and bowling. I like to look at the horses in the fields too.” Another person told us about their trip to the Royal Norfolk Show recently. They said, “I love the showgrounds so much, I can see all of the animals and the huge combines [combine harvester] and ride on the tractors. I go on some of the rides. We go every year.”

People also told us about some of the jobs they did around the home. One person said, “I take the bins out, that’s my job.” Others told us about how staff supported them to prepare food for dinner and undertake household chores such as hoovering. One person said, “I clean my bathroom and my flat, the staff help me. I’m learning to try to do it on my own, but I need some help.”

A relative told us, “Two staff drove [person] to the South Bank (London), they curated the whole day around things they liked and managed it all. They know [persons] needs to plan and to have things to look forward to. [Person] goes on holiday twice a year to a holiday camp with 2 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.

Care plans contained details about people’s end of life wishes and conversations had happened with people and relatives.

The provider worked with people to develop future goals and achievements. A staff member told us, “We didn’t try many things with all the service users before. Now we are jumping from impossible to possible. [Person] never thought they would be able to go to London, and we made it happen. They visited London and it was a dream come true moment for them and their parents, we didn’t know how they would manage with the crowds, but it went really well and we are planning even more!”