Churchview Care Services (Taunton)

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• 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 meant the service was consistently managed and well-led. Leaders and the culture they created promoted high-quality, person-centred care.

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 supported in a person-centred way. People were involved in planning their care and care records reflected their preferences and needs. One person told us, “They [staff] ask me if I am happy and I have a book [care plan]. [Name of staff] asks me if I am happy.” One relative told us, “They are meeting [name of persons] needs. [Name of person] is so happy with their life, where they are going and what they are doing.” Care plans provided person-centred information.

Staff spoke confidently about people as individuals and demonstrated a good understanding of their likes, routines and support requirements. One staff member told us, “Everything we do is about [name of person], they have their routines and they do what they want to do. We ask [name of person] what they want and we go with that.”

People experienced consistent support from staff who understood their needs. The service worked with people, relatives and professionals to ensure care was coordinated and aligned with people’s routines. Staff planned support in advance for people to reduce their anxiety and provided continuity by maintaining regular staff teams who knew people’s histories, risks and preferences.

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

People’s communication needs were recorded in their care plans and staff used different approaches to support understanding, including verbal prompts and visual aids where required.

Staff used simple language, visual prompts and clear explanations to ensure people could follow plans and daily routines.

The service made it easy for people and their relatives to share feedback and ideas, or raise complaints about their care, treatment and support. One person told us, “If I wasn’t happy I would talk to [name of staff], they would listen. I haven't raised anything.” One relative told us, “I am really happy with the way [name of person] is looked after I absolutely have no complaints. If I did, I would raise them and they would act. I am 100% happy.”

The registered manager gave an example of how 1 person was displaying signs of anxiety. They identified this was relating to inconsistencies of staff. Now the person had a consistent staff team the persons anxiety had reduced significantly. The persons relative confirmed the person was a lot more settled now.

The provider used an annual survey to gather people and their relatives’ views, feedback was used to improve the service.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People had access to health care professionals when required. Care notes reviewed showed people had support from a range of health professionals.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care and support in response to this.

Staff completed training in equality, diversity and human rights. This helped staff recognise the barriers and biases people may face and supported them to respond in ways that promoted fairness and inclusion.

People were supported to plan for important life changes so they could make informed decisions about their future.

Care plans included information about people’s wishes for the future, and staff understood the importance of forward planning. Where appropriate, relatives were involved in discussions about ongoing care. One relative told us, “They keep us up to date. If there was anything wrong they would phone and we chat about it.”