Abbeyfield Hope Bank View

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 good.

At this assessment the rating 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.

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 described how people wanted to receive their care and contained information about their preferences.

The provider 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 supported people to access a range of other services to ensure they received holistic care, such as social workers, GPs and specialist nurses. Their recommendations were incorporated into people’s care plans.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Information could be made available in various formats if required. Staff had discussed with people about their communication needs and preferences. This was used to develop communication care plans, however people living at the service did not have specific needs relating to communication.

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. There were opportunities for people to provide feedback about their care, such as residents’ meetings. The provider planned to send out surveys to people using the service to gather additional feedback.

The provider made sure that people could access the care, support and treatment they needed when they needed it. The provider ensured people could access support at any time of day. Staff were available at all times and responded to people’s needs in a timely way. People had allocated calls each day, however staff confirmed they also responded to people in between calls if needed.

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. Staff supported people to achieve positive outcomes and engage with others. People had taken part in a range of activities, such as outings with family, attending choir practice and dancing. A person had started a choir within the service. They said, “I have recently started a choir, which everyone is enjoying.”

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 information about people’s future care needs, including end-of-life wishes.