78 Hoylake Crescent

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 requires improvement. At this assessment the rating has changed to good.

This meant people’s needs were met through good organisation and delivery.

The service was previously in breach of a legal regulation in relation to person-centred care. At this assessment, we found improvements had been made and the provider was no longer breaching this regulation.

This service scored 71 (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 had made improvements to help people receive person-centred care. People’s health and personal care needs were met. People were able to make choices. However, there was a limited range of social activities. People were not encouraged or supported to try new things. There was no therapeutic input to support people with their anxiety or mental health needs. We discussed this with the management team, who acknowledged this was an area where improvements were needed.

The provider worked with health and social care professionals to make sure people received continuity of care. They liaised with others and shared information about people’s needs. People were cared for by the same familiar staff who worked in a consistent way.

People had information about the service. Staff regularly met with them to discuss their care. There were posters of information around the service, telling people about key processes and plans. People told us they had the information they needed about their care and the service.

The provider listened to and involved people. There were regular meetings for people to discuss the service. Staff shared updates with people and asked for their views during these meetings. There was a suitable complaints procedure. People told us they knew how to make a complaint and thought managers took their concerns seriously.

Staff supported people to access the services they needed. The provider arranged for transport and staff escorts to appointments. Staff supported people to communicate with other health professionals when needed and to understand information about their health.

People experienced equity in their care. Staff completed training about equality and diversity. There were appropriate procedures to ensure people’s diverse needs were met. People told us they did not experience discrimination at the service.

Staff did not always help people plan for or work towards future goals. Whilst people had regular meetings to discuss their care, they were not supported to develop meaningful personalised objectives. We discussed this with the management team who acknowledged this was an area they needed to improve. They agreed to consider how better to support people in this area and upskill staff so they could do this.