BYS Care & Training Services Ltd

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 as good. At this assessment the rating has remained as 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 included information about people’s needs, preferences and choices and were reviewed to ensure staff had current information. Staff knew people well and used care plans and their knowledge of individuals to provide personalised support. One person described their relationship with a staff member by telling us, “[Staff member] is a Godsend. We get on really well and talk about everything.”

People and their relatives were involved in planning their care and said their views and preferences were listened to. Staff supported people to maintain their independence and continue activities that were important to them, including attending day centres and social activities.

The registered manager recognised that people had different needs and that a holistic approach was required. They told us, “Each person's need is quite different” and “You have to take a holistic approach and look at what they require.”

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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 service kept clear records of complaints, including investigations, actions and outcomes. Staff regularly spoke with people and their relatives to seek their views and check they were satisfied with the care provided.

People and their relatives were encouraged to raise concerns and knew who to contact. Relatives said they felt comfortable approaching the registered manager and felt listened to. Managers followed up concerns and used feedback to understand people’s experiences and identify where improvements were needed.

The provider used feedback, complaints and concerns to inform improvements to the care and support provided.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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.

Staff understood the importance of respecting people’s individual needs, preferences, beliefs and choices. They described how these should be reflected in care, including preferences for the gender of care workers and dietary and religious needs.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.