The Bakery

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 ensured the person remained at the centre of their care and support. Staff worked closely with the person, their relative, and relevant professionals to respond to changes in needs and ensure support remained personalised.

Staff knew the person well and understood their preferences, routines, and individual needs. Care was reviewed regularly, and feedback from the person's relative and professionals was used to update support where required.

The person's relative told us staff had a good understanding of the person's complex needs, responded appropriately to changes in their wellbeing, and maintained good communication with those involved in their care. This helped ensure support remained coordinated and responsive.

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.

The provider worked effectively with healthcare professionals and other agencies to help ensure the person's health and wellbeing needs were met. Staff liaised with relevant professionals involved in the person's care and followed their guidance to support a coordinated approach. Where specialist advice was required, this was reflected in care records and incorporated into the support provided.

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

The provider ensured information relating to the person's care and support was accurate, up to date, and tailored to their individual needs. Care records contained relevant guidance to help staff provide consistent and personalised support.

Staff used personalised approaches to support the person to communicate their views and wishes. This included using their preferred methods of communication and providing individualised support to help ensure their voice was heard.

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 sought feedback from the person and their relative and had clear processes for raising concerns, complaints, and suggestions. The relative confirmed they knew how to raise any concerns.

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

The provider worked collaboratively with healthcare professionals involved in the person's care. Staff followed relevant professional guidance and ensured care records reflected any recommendations made, helping to ensure support remained consistent, coordinated, and responsive to the person's individual needs.

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.

The provider respected the person's rights and ensured support was tailored to their individual needs, preferences, and choices. Care plans reflected what was important to the person, and their relative was involved in care planning and decision-making where appropriate to help ensure support remained personalised and responsive.

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.

Care records included information about significant changes in the person's circumstances and any future planning discussions that had taken place. Discussions relating to future and end-of-life care had been explored, and the views and preferences of those involved in the person's care were respected and recorded appropriately.