Salutem Supported Living North

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 received person-centred care because the provider endeavoured to understand and respond to what mattered to people. Staff took time to involve people and promoted choice and control.

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.

The provider had a holistic approach to care. Care records and support plans included input from a variety of people and agencies which promoted consistent care.

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

The provider supported people’s access to information by developing easier to read versions of important documents.

People’s care plans included information about their communication preferences and how they need their staff to respond.

The provider had begun to use artificial intelligence applications to translate documents into easy read versions. It was hoped this could be used more broadly in the future.

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 systems in place for people to provide feedback. This included surveys and meetings for people within the service and both regional and national forms or conferences.

The provider had an information forum for individuals to contribute to called ‘Salutem Voices’

Feedback from relatives identified communication and feedback could be better. The provider said they had recently emailed relatives to discuss weekly email updates.

The provider had a complaints policy. We reviewed the complaints log and found the provider had followed their policy in relation to the logged concerns. People had been listened to but did not always agree with the provider’s outcomes.

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

People’s support plans identified people’s needs and preferences. There was guidance for staff to support people’s access to timely support. People’s individual needs were understood which helped enable them to access and tolerate care and treatment.

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.

The provider was committed to supporting people to achieve equitable outcomes. We saw examples of people being supported to achieve their aims and maintain access to activities and experiences. Some feedback from relatives identified reduced opportunities in recent times.

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.

The provider supported people to consider future wishes and plans. People’s wishes and the views of their relatives had been recorded where they had been considered.