Green Lanes Projects Limited

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 service met people’s needs.

This is the first assessment for this newly registered service. This key question has been rated 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 service made sure people were at the centre of their care and treatment choices. They decided, in partnership with people, how to respond to any relevant changes in people’s needs.

People told us the care they received was person centred. People and their relatives advised staff knew them and their likes and dislikes well. We observed many individual interactions with people and staff, offering choices and supporting preferences.

Staff told us they had enough information about people’s needs to provide safe and continuous care. The provider had an electronic care planning system that instantly updated information.
 

The service understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

A health and social care professional told us, “The management team are experienced and knowledgeable within the specialist area of Learning Disability and associated conditions. They work constructively and informatively with our service which supports to maintain the relationship with us and the service users.”
 

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

Green Lanes Projects Limited met the requirements of the Accessible Information Standard. Since 2016 all organisations that provide publicly funded adult social care are legally required to follow the Accessible Information Standard. The Accessible Information Standard tells organisations what they have to do to help ensure people with a disability or sensory loss, and in some circumstances, their carers, get information in a way they can understand it. It also says that people should get the support they need in relation to communication.
 

The service 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.

People and their relatives knew how to make complaints should they need to. Relatives told us; “I could approach the registered manager, but I’ve never needed to because all the staff you meet- they look for solutions. You can go to them with any concern or problem, and they aren't closed off” and “We can have two way conversations with the staff team about the best way to support our relative. They are always willing to listen, and all concerns will be addressed.”

The service had a complaints policy and procedure. The complaints process included details of how to appeal a decision, contact details for the local government and social care ombudsman and CQC.

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

People told us they received care and support, which was accessible and considered their individual needs. Staff received training in equality and diversity. They told us they supported people to live the lives how they chose.

Staff gave examples of various ways of raising concerns about treatment which discriminated against people and what positive actions they could take to prevent people they support being negatively impacted. Staff training, guidance and monitoring meant staff were consistently reminded of their responsibilities to always ensure inclusivity. This was also reflected in the values of the service; Commitment to Quality, Dignity Respect, Clear Meaningful Communication, Collaboration, Choice and Independence.
 

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.

People were supported by staff to access education and work. One staff member told us, “We are currently supporting one person to travel to work independently. The will and enthusiasm to try are there, but we are working very hard to help them identify dangers such as stranger awareness and road safety.”

A health and social care professional informed us, “The community support for individuals has been enabling and working towards further independence.”
 

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.

People, relatives and staff at Green Lanes Projects Limited all spoke positively about the planned holiday later this year which has previously been ‘popular’ and ‘a success’.

The registered manager spoke enthusiastically about tools in place to empower staff to support people during times of distress. They spoke of the positive impact this had for people using the service as staff felt confident to explore new activities suggested by people. They told us, “We have developed an alert card with the on-call manager’s details on it so if approached by a member of the public our staff can remain focussed on supporting the individual and leave us to respond to any feedback or concerns that someone who does not know the person may have. Instances where calls are received are analysed like a near-miss would be to ensure we review all guidelines and risk assessments and continue to have a strong community presence.”

People’s support plans contained an end-of-life section; however, many of the people using the service had chosen not to disclose information with the service about their final wishes. Staff acknowledged people using the service were young and, as stated in the support plans, wished for their family to be contacted to support with these arrangements on their behalf should their health deteriorate.