Home Also known as Head Office

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 were person-centred, based around the needs of individuals. Staff demonstrated a good understanding of how to support people in a person-centred way. People said that they were happy with how staff supported them. A person said, “Carers listen to me and ask what I want to do and we sometimes chat things through, it is like a friendship.”

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 received induction, shadowing and quarterly reviews to enable them to understand the needs of people. Supervision and appraisal also provided staff an opportunity to explore further trainings requirements. The provider worked with people and their relatives to provide consistent care. People’s needs were understood by staff. This was helped by regular team meeting where people’s needs were discussed. A member of staff told us, “Yes, we have team meetings. We discuss if anything new is happening, if there are changes to the clients care plan, any updates.”

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

Staff were able to speak the same language as people who used the service. Where people lacked the capacity to understand information, family members were able to help with communication. People’s communication needs were covered in their care plans. People and relatives were able to access the electronic system on which care plans were stored so they had access to up to date information about the support provided.

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 various systems in place for listening to and involving people. People were involved in their care plan reviews. The provider caried out an annual survey of people and their relatives to gain their feedback. Results from the most recent survey were seen to be very positive about the service. The provider had a newsletter that they periodically sent to people and relatives, keeping them up to date with developments within the organisation. People told us they had good communication with staff. A relative told us, “I have regular contact with the carers and am fine with that. If I needed to speak to a manager I would.”
 

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

The provider supported people in areas such as personal care and medicines. This was done in line with people’s assessed needs. The service also worked alongside other agencies such as the local authority and health care professionals to help ensure people’s needs were met.

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.

People were supported by the provider to access the community and community facilities. For example, the service supported people to shops. The provider had a policy on equality and diversity which helped to guide practice in this area and equality, and diversity needs were included within care plans. People were able to choose the gender of their care staff. A person told us, “In order to keep some dignity intact I asked for a male carer to help me with personal care, and this happened the next day.”

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.

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. People’s care records reflected their preferences, views and feelings about their health and wellbeing. None of the people using the service at the time our inspection required support with end-of-life care.