Gerard Road

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 had a proactive and positive culture of safety, based on openness and honesty. Staff listened to concerns about safety and investigated and reported safety events. Lessons were learnt to continually identify and embed good practice. Accidents and incidents were analysed and trends and patterns identified to improve practice. A discussion was held following incidents to identify the root cause and to look at what could happen in the future to prevent such events. Staff were guided through a learning process to help them understand anything that went wrong.

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 had access to healthcare professionals and staff ensured they followed advise.

The provider had a proactive and positive culture of safety, based on openness and honesty. Staff listened to concerns about safety and investigated and reported safety events. Lessons were learnt to continually identify and embed good practice. Accidents and incidents were analysed and trends and patterns identified to improve practice. A discussion was held following incidents to identify the root cause and to look at what could happen in the future to prevent such events. Staff were guided through a learning process to help them understand anything that went wrong.

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 had a complaints procedure and staff helped people to understand the process and make a complaint if they needed to. Compliments and complaints were recorded and actions taken to resolve any concerns were completed in a timely way and in line with the complaint’s procedure. The service had a QR code on the front door which linked people and visitors to the service to a survey, asking people to comment about how the service was performing. The management team identified this process as a more up to date way of obtaining people’s feedback rather than waiting for a yearly review. A ‘you said, we did ‘poster was displayed regularly in the service to show actions were addressed.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People had access to a wheelchair accessible vehicle. Prior to this people were relying on wheelchair taxis, which were expensive and not always available. People are now enjoying accessing the community as and when they choose to. This was also used for people to attend appointments.

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 to set goals and achieve them within realistic timeframes. One person wanted to visit a football stadium and watch their favourite team play football. This was in the planning stages and the person was excited about the event. They were also going to be supported by their keyworker who was also a supporter of the same team. Staff supported people to access a variety of different foods from different cultures. People enjoyed an authentic Chinese food evening, cooked by a staff member and the house was decorated in Chinese style. One person chose the wallpaper which had birds on it as they were a keen birdwatcher.

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. End of life care plans were in place and documented discussions people had around end of life choices. These ensured people's preference were adhered to and followed when they needed support with end of life care. One person requested that everyone attending their funeral should wear bright clothing and be happy. People had chosen music and songs for funeral services. Staff support people to deal with the loss of family members by ensuring photos were available to them.