6 Celtic Farm Road Also known as Rainham Library

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

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 the same. 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 told us how they played an active part in reviewing their care and support arrangement with the provider. One person said, “I’m fully involved when reviews take place, the staff ask me what’s gone well and if there are any areas for improvement.”

People’s care plans demonstrated a person-centred approach, with information about their life history and personal preferences. They included detailed information about backgrounds, likes, dislikes, and what or who was important to them. People’s preferred daily routines were clearly recorded, ensuring staff could support people according to their wishes and needs.

Staff demonstrated an understanding of person-centred care by consistently integrating people’s protected characteristic, such as age, disability, gender and race, religion into the care they provided. One staff said, I always check with the [person] if they are happy for me to carry out my support with them before I start helping them. I also follow their care plan that is in place. However, if a [person] informs me they would like to be supported in a different way, I would inform my manager of the requested changes.”

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.

People told us they had access to the care they needed. A person told us, “Staff support me to call my GP and other health services if I need them to.”

A family member commented that the service makes every effort to have the same staff members attend to their loved one’s care visits, which helps to maintain consistency and continuity in the care provided.

The provider took steps to ensure continuity of care by assigning staff members who were familiar to the people receiving support. This approach helped to foster trust and build positive relationships between staff and those they care for, contributing to a sense of security and wellbeing. By minimising the number of different care staff involved, the provider reduced unnecessary changes, which can be unsettling or confusing for people who rely on care services.

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

People and their family members confirmed that they received copies of their care plans and contracts, which they had the opportunity to review, consent to, and amend if required. One person said, “Before staff started to visit me, I was sent my care plan and risk assessments. I was also given the name of the staff that were going to support me and who I could contact if I had any concerns.”

Staff consistently had access to the service’s policies and procedures through an electronic application and those we spoke to demonstrated awareness of both how and where to find this information.

The registered manager explained that care plans were modified into an easy-read format whenever an individual needed this type of support. This approach made it easier for people to access and comprehend the information provided.

Personalised communication plans were in place to support staff in engaging in effective communication with people and their families.

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.

The provider carried out a survey involving both staff and service users, enabling people and their relatives to share their views about the quality of the service.

A person told us, “I am sent a questionnaire to complete to share my views and make suggestions”. Another person told us, “I find that whenever I call the office the staff are very helpful and they always action what has been agreed”.

Staff reported that they felt their voices were heard and that they were able to approach the management team whenever necessary. A staff member told us, “We can have our say in staff meetings and in supervisions.” Another staff member said, “I always feel listened to by the manager.”

The service carried out routine assessments with people, allowing them to share their views and offer suggestions. When any gaps or issues were found, action plans were developed to resolve them.

The provider had an appropriate system in place for managing complaints and compliments. This ensured that individuals had clear guidance on how to raise concerns or express positive feedback, and that such matters were addressed effectively and in a timely manner, reflecting good practice in service delivery.

Previous complaints made about the service had been reported and addressed appropriately.

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

Feedback from people and their families showed that they received the care and assistance required to meet their support needs, and staff generally arrived on time for their care appointments. One person said, “Staff are always on time, and I don’t feel rushed by staff.”

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 took a proactive approach to following legal requirements and protecting people’s human rights. Important topics like equality, diversity, and inclusion were regularly discussed by senior leaders. The outcomes of these discussions were then shared with staff, helping everyone stay informed and involved with these key values. Staff had received training in equality, diversity and inclusion, as well as specific instruction on recognising and addressing bullying and harassment. This training ensured that both staff members and leaders were well-equipped to identify and respond proactively to any signs of inequality or discrimination within the workplace. By fostering an environment where everyone is aware of the importance of fair treatment and respect for all, the team could more effectively safeguard the well-being of those in their care.

Staff were empowered to speak up if they witnessed inappropriate behaviour, ensuring that the care setting remained a safe and welcoming place for all. One staff said, “I feel that I’m able to raise concerns to the management team if I’m needed to.”

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, there were no individuals receiving end of life care; however, the provider did have a suitable policy in place for such circumstances.

Staff underwent training in end-of-life care, ensuring they fully understood what constitutes good practice in this sensitive area. This training equipped them to deliver compassionate, respectful, and dignified care tailored to each individual's needs and preferences.

Staff told us that they have received training in end-of-life care. One staff told us, “I have had training on how to support [people] with end-of-life care. “We follow people’s care plan, GP guidance, and local end-of-life care frameworks to ensure consistent and respectful support.”

Care plans had information about people’s wishes about how they wanted to be supported. This included adjustments to living arrangements, decisions about medical treatments, and preferences for end-of-life care. This helped people feel valued and helped maintain people’s control and dignity.