Deben Willow Care

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.

People were at the centre of their care and support. This was in partnership with people that were important to them. We found examples where support was tailored to each person’s needs, preferences, and routines. One person shared, “We have a proper routine going. I get up with a bit of help, have a sit down shower but they [staff] are on hand to reach parts I can’t. If they are delayed for some reason, they always let me know, but usually they are on time and if they were running late I still get my full session. They work for me.”

Where people had specific medical conditions or specialist needs we saw that appropriate training was provided to staff. One person told us the staff, “Are all very careful with my stoma. I don’t know if they had special training but I have never had a problem.”

Care plans were flexible and were adapted when people’s circumstances or goals changed. For example, staff shared where people became more independent through reablement and could do more for themselves their number of care visits and/or times were decreased, but if people required more assistance and support due to a change in needs, then the office staff were alerted so a reassessment could be done to check if the frequency of care visits and/or duration needed increasing.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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. One staff member told us it is about, “Creating a safe and inclusive environment where the person [using the service] feels valued and understood. This includes actively listening, showing empathy, using positive language, being patient, and respecting the person’s individuality and diversity.”

The registered manager told us how they ensured people and, when relevant, relatives and/or representatives, were involved in reviewing people’s care arrangements to make sure the service being provided met people’s expectations, needs and preferences, and any changes could be made in a timely manner.

The provider complied with legal equality and human rights requirements, including avoiding discrimination and having regard to the needs of people with protected characteristics.

We did not look at Equity in experiences and outcomes during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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.

At the time of our assessment, nobody using the service required end of life care. The registered manager explained when this level of care was required they liaised with relevant healthcare professionals including the local hospice team to meet people’s needs. The registered manager and staff knew how to support people at the end of their lives and training had been provided to staff.

The registered manager recognised that where people had life limiting conditions they had the discussion with people about their end of life wishes and this was documented in their care records. Where people declined to share their wishes this was noted and respected.