The Base Business Park

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.

This is the first assessment for this service. This key question has been rated good. This meant people’s needs were met through good organisation and delivery.

This service scored 71 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People felt they were at the centre of their care and support, which had been planned and reviewed in conjunction with them. One person said they felt the staff team were flexible and responsive to their preferences, such as adjusting the support times when the person had chosen to amend this.

Staff understood the importance of doing things with people, rather than doing things for people to continually promote and improve their independence. Staff told us that within people’s care plans it recorded the person as a unique individual, detailing their needs, preferences and choices.

People felt staff understood their needs and they were provided with consistency of care with the same staff team. People received a flexible, joined up service where staff worked with people and alongside relevant others to ensure people received the support they needed and wanted.

People told us staff communicated with them effectively and in a way they understood. Documents were available to people in a variety of ways, such as pictorial and easy read documents, depending on the person’s needs. Staff supported people in reading aloud documents when this was required to support their understanding. Staff understood people’s specific communication needs which had been recorded within their care plan.

Staff had been trained in information governance and security and understood the importance of ensuring people’s personal data and information was protected and stored securely.

People were given regular opportunities to provide feedback or share any concerns about the service they received. People and relatives had access to a complaints policy and procedure and service user guide. They knew how to raise a complaint or concern and felt confident this would be acted on. One person told us they felt the registered manager was approachable and believed any concerns they raised would be dealt with appropriately.

Staff told us that although they had not had to deal with any complaints, they were confident they understood what action to take if one was raised. One member of staff told us they reminded the person their opinions were valued and they were able to speak openly about their experiences at any time.

People were able to access the care and support they required when they needed it. People told us staff were flexible, and support hours were changed to suit the person when required.

People understood the action to take for any out of hours concerns. Information regarding who to contact had been included within the service user guide.

People knew the staff well and felt they were able to raise any concerns or issues they had. Staff supported people to address any concerns of discrimination within the local community by putting processes in place to ensure people were not taken advantage of. Staff understood the importance of protecting people at risk of discrimination.

Care plans considered people’s protected characteristics, human rights and ensured reasonable adjustments were in place and followed by staff. For example, pursuing religious or cultural beliefs and to maintain relationships with people that mattered to them.

Staff received training in equality and diversity and understood the importance of ensuring people were not discriminated against. One member of staff told us they ensured people’s cultural preferences were met, such as any dietary requirements or religious practices.

People’s wishes about what they would like to achieve by receiving support from staff and outcomes they wanted had been recorded within their care plan and staff supported people to achieve these goals.

At the time of our assessment the people had not discussed care at the end of their life. However, the registered manager told us that this would be addressed and staff would receive end of life care training when this was required.