Empathy Care (IOW)

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 79 (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 was exceptional at making 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 was designed around what mattered to each person and was not task-led or rushed. People told us they were very happy with the service and confident staff would respond if they needed anything. Staff described listening to how people wanted their care delivered and giving them the time and encouragement to complete tasks for themselves. Regular communication and reviews enabled support to be adjusted as people’s circumstances changed.

Staff had supported 1 person’s wish to live in their own home by completing additional training. The person had been living in a residential nursing service and paying for nursing care due to equipment required to meet their nutritional needs. The registered manager told us the person had been unable to find support in the community. She explained, “Because [staff] were willing to do this training, [Name] was able to move into their own home, with their own garden and still have their nutritional needs met.”

Staff knew people exceptionally well, recognised subtle changes in their health or behaviour and escalated concerns promptly. One staff member said, “Where we are close to them you can tell if something is not right.” Staff understood how people communicated and responded in ways that were individual to them. For example, staff recognised when a person was experiencing mental ill health and needed reassurance to help them feel safe. They had also identified this person was in pain by noticing subtle changes in their eating habits. Though support, verbal communication and gesture, they had identified a dental problem and had arranged for the person to see a dentist. This demonstrated how personalised care was embedded in everyday practice.

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.

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.

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.