Radis Community Care (Hereford Supported Living)

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 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 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.

The providers policies and procedures ensured people were at the centre of their care. Care records were person- centred and included input from people’s relatives. People’s care plans reflected their physical, mental and emotional care needs. If people had specific needs as a result of their protected characteristics, these were reflected in their care plans.

People were encouraged and supported to make decisions about their support. Delivery of support was focused wholly on each person and their individual needs. People’s relatives were complimentary about the care and support provided by staff. A relative told us, “[Person] is alert and has capacity and they take that fully into account. They are great to be honest.”

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 received support from consistent staff which meant they had continuity in the care they received. New care staff were introduced to people before they started providing care and support so they could understand people’s individual needs.

The service worked with other health and social care professionals to ensure people received the support they needed. For example, staff told us how they would inform the manager if people developed sore skin or a health issue which required attention so they could ensure action was taken to inform the appropriate healthcare professionals.

A relative told us, “Last week they rang me, it’s led to a long talk about [person] having capacity to say she doesn’t want to go to hospital which has been really good.”

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

The service met the requirements of the Accessible Information Standard. Consideration was given to people’s communication needs. People received information in ways in which they could understand. A member of staff told us, “We have 2 clients with dementia, and we leave notes around the flat to remind them of appointments, we also use a chalk board for 1 client to remind them they have had their medication.”

Information on how to communicate with people was included in their care plans. Staff were skilled and patient when supporting people and took time to understand how best to communicate with them. We saw care records in relation to communication needs had been reviewed and updated in response to staffs’ observations.

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.

Staff engaged with people to ensure any concerns were dealt with at an early stage. The management team were hands on, visible and available to people and their families. The open-door policy enabled issues to be dealt with quickly and informally. All people and their relatives interviewed told us they had no reason to raise a formal complaint with the service. A relative told us, “Things get done and followed up not left hanging. Never had to complain, always go to [staff] first and it would be sorted, they tell me anyway, before I know.”

People’s relatives confirmed they were contacted and asked about their opinion on the quality of the service provided to people and they were informed about any changes in care provision. A relative told us, “We do get surveys, and get told if care plans change, they tell us if he’s ill.”

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

The service complied with equality and human rights requirements, including avoiding discrimination, considering the needs of people with different protected characteristics and making reasonable adjustments if required.

People could access health and social care professionals and services when needed. Staff supported people to access these services when needed. This included contact with the GP, nursing and calling ambulances when urgent care was needed.

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 ensured people were supported to have equitable outcomes. People received the care they were assessed as needing. Staff had advocated for people’s needs, such as contacting advocates, housing officers and healthcare professionals on their behalf, to ensure people experienced the same level of service as everyone else.

People were not always 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.

No one was being supported with end-of-life care at the time of the inspection. The service supported people who had relatively high levels of independence. People and staff did have close relationships built on mutual trust and people felt able to talk about their longer-term health and care planning. However, there was no evidence of the service attempting to capture people’s wishes, preferences and thoughts in relation to death and funeral arrangements.