Tigh Grianan

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 Outstanding. At this assessment the rating has changed to 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, and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

The home made sure that people’s experience of activities was person-centred. A staff member told us, “We take photos to show people what they have achieved. Sometimes he smiles and sees what he has achieved.”

We observed care was delivered in accordance with care and positive behaviour support plans. Care plans were person-centred and included information on people’s life histories, preferences and aspirations. A relative told us, “I can’t fault the place at all. They give care, personalised to him.”

Positive behaviour support plans included positive background information on people, highlighting people’s strengths and wishes. They ensured there was a context for the behaviour and concentrated on improving the quality of life of people. People were supported to develop skills to have control over their lives.

Staff told us they had time and support to update people’s plans, and this was done in a timely manner through the electronic care management system.

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.

Staff worked with each other and health and social care professionals to support continuity in care. A healthcare professional told us, “They appear to have the appropriate skill set in managing my patient with epilepsy.” A relative told us, “[Their family member has] epilepsy and ADHD, I have no concerns [about how they support them with those].”

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

Care plans included information about people’s specific communication needs, such as pictorial communication tools and accessible information to support people attending dental or hospital appointments. Where people used verbal communication, staff did this in a way that met individual needs. For example, the use of short sentences and key words. There were pictorial activity and choice boards, and menus, that were displayed in the home.

Staff were able to tell us how individuals’ communication tools were used. One staff member told us, “I will show him the photo, discuss and confirm he has understood. We use it to communicate as we speak, so they get the information and can process it.”

Relatives told us that communication from the home was good and they were kept informed. One relative told us, “They keep me up to date. Communication is good.” Another told us, “They keep me informed if anything changes. They are very good with 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.

Resident meeting minutes evidenced regular opportunities for people to make decisions about food, activities and raise any concerns they had. There were easy ready versions of the meeting minutes. People had been asked in one meeting if they felt safe or had any complaints using picture communication tools. People stated they felt safe and were happy at the home.

Relatives told us they felt involved in and informed about the care of their loved ones, One relative told us, “Sometimes I go there [to the home] unannounced and everything is just the same, they have so much confidence in what they do and they tell me I’m free to come anytime even if not an appointment. Sometimes I cook for him and take food to him at the home and other times I cook there, they are wonderful.”

Relatives were aware of the complaints procedure and knew where to go if they were not happy with the response from the home or provider. There were examples of complaints being raised by staff and relatives. The complaints process was seen to be followed, with an investigation, a clear decision and lessons learnt, and this was communicated to the complainant. A relative told us, “They have a good response time [when I raise something]. We work together.”
 

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

The service had supported people to access the care and support they needed. Care plans showed reasonable adjustments had been made, such as community dental referrals for a person who did not want to attend routine appointments. Stories with pictures were available to help people understand what was going to happen at health appointments.

Policies, procedures and working practices within the service had considered equity, availability and accessibility.

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.

Care plans had information in them on how to support people’s protected characteristics. For example, supporting people’s religious diets and with religious events, such as Christmas and Easter.

Staff spoke up for people who required additional support from other services. They ensured that people’s voices were heard. All people had an annual health check, something recommended by the NHS for all people with a learning disability.

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 and their relatives were given the opportunity to discuss their care and future wishes. Where future planning was declined this was recorded in people’s care plans. Care plans were responsive to individual needs and keyworkers were working on long term goals for people to plan for important life changes. This meant they would have enough time to make informed decisions about their future, with the involvement of their relatives.