KEYFORT North East

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 inspection we rated this key question good. At this inspection the rating for this key question 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.

Staff at the service 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. A relative commented, “Right at the start it was discussed with us and our wishes were respected about gender of carer.” Relatives told us staff knew people’s needs and communication styles and responded to any change of their needs. Care plans were in place, to provide guidance for staff of how outcomes were to be achieved. People’s care records included information around people’s identity, things which were important to them, their wishes and relationships they wanted to maintain. A person commented,” I have staff who are very person centred and listen to what I have got to say.”

Staff 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 were introduced to people before they started providing care and support for them to understand people’s individual health and care needs. A relative commented, “There is always a small meeting when they bring a new carer in. The meeting is great, and the manager gives a call afterwards to see how it went, did it feel alright.” Another relative told us, “If someone new is starting they do a meet and greet.” People received care and support from a group of the same care staff which enabled continuity. A relative commented, “We have our mainstays, 4 members of staff who follow the same pattern on a weekly basis.”

The provider was aware of the Accessible Information Standard. They told us information could be made available in different formats. Staff empowered people to communicate so their voice could be heard. People were supported to express their views so that staff understood their preferences, wishes and choices, including where people may not communicate well verbally

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result. A person told us, "I feel listened to and I know that if I didn’t feel listened to, I know I can take it higher.” The service had a system in place to seek feedback from people and their loved ones.

Staff at the service made sure that people could access the care, support and treatment they needed when they needed it. The service worked with other professionals to support people and to ensure they had any equipment they needed. People's care records showed they had access to care and support, and referrals were made for treatment when they needed it. Systems were in place to help ensure people and staff received support in the event of an emergency. An on-call service was available when the office was closed. A relative commented, “The office has office hours, but they always have someone with an on-call phone.”

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. People and their relatives did not report any concerns in relation to any experience of discrimination and inequality from the service. They told us they were confident to speak with staff and the leadership team about things which mattered to them and impacted on their health and wellbeing. Staff worked to ensure reasonable adjustments were in place for everyone, so people did not experience discrimination because of their disability and needs.

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.