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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 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.

Managers and staff knew people well and demonstrated this through the way care was delivered. Staff were able to describe people’s individual needs, preferences and routines and gave clear examples of specific actions they took to support each person in a personalised way.

Care records were clear, concise, and updated regularly. This ensured staff always had accurate information and could provide support in an appropriate and responsive way as people’s needs changed. This approach helped maintain a strong focus on delivering person centred care. Life histories were included in peoples care records.

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 worked effectively with health professionals to maintain continuity of care. They made timely referrals to other services when needed, and staff followed professional advice to ensure people received appropriate support.

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

Information was available in different formats when required. The registered manager understood their responsibilities under the Accessible Information Standard (AIS). The AIS is a legal requirement for health and care services to identify, record, share and meet people’s communication and information needs, particularly for individuals who are blind, deaf, have a learning disability, or have any condition that affects how they understand information. This ensured people received information in a way they could understand and use.

People had access to their care plans as needed. People and their relatives spoke positively about communication between themselves and staff, telling us they felt well-informed and involved in decisions about care. One relative told us, “Staff always let me know if [name] is unwell and they know they can contact me at any time of the day or night.”

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.

People were encouraged to share any concerns or complaints. People and their relatives told us they had opportunities to provide feedback about their experiences of care and support and were aware of how to raise any issues or complaints if needed. One relative told us. “[name] receives questionnaires to complete and there are regular meetings. [Registered Manager] is very approachable and if I see them, we will always stop and have a chat.”

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

People were able to access the care and support they needed and there were no reported barriers that prevented them from receiving services. Staff understood people’s individual needs and made reasonable adjustments when required so people could use the service safely.

Care plans included detailed information about people’s health conditions, diverse needs and protected characteristics. This helped ensure the service was an inclusive environment where people’s individual circumstances were recognised and respected.

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.

Through thorough assessments and by taking the time to get to know people well, staff were able to understand individuals’ specific needs and wishes. This meant people received support that reflected their personal circumstances and ensured they experienced equitable care, regardless of their background or level of need.

Policies and procedures on equality, diversity and inclusion were in place to help staff understand and uphold people’s rights, protect them from discrimination and ensure everyone was treated fairly and respectfully. Staff also received regular training in equality and diversity.

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 involved with discussions about their future care, and this was recorded in their care plan.