Redhouse

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 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.

There were systems in place to ensure people and those important to them were involved with the planning, monitoring and reviewing of their care. Care plans detailed individual preferences and what was important to the person, this meant people were at the centre of their care.

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.

There were systems and processes in place to ensure people’s care was regularly reviewed and updated. The provider ensured there were systems in place to share this information or changes with staff so people could receive consistent care.

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

Communication care plans were in place and detailed how people chose to communicate and how information should be made available to them.

Information was provided to people in a format or language they could understand if requested. Staff were aware of people’s communication needs, what this meant for people and how to offer support with this.

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.

People and relatives felt listened to and involved with their care and knew how to complain. One relative told us, “[Name] has never made any complaints to me, that shows there are no concerns.”

Feeback was sought from people and those important to them regularly, either through meetings or surveys. There was a system in place to ensure complaints were responded to in line with the providers own policy and procedure.

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

Although no concerns had been identified, there were processes in place that the registered manager could consider if concerns arose.

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 registered manager was aware of inequalities people receiving support may face and were able to tell us the action they would take if concerns arose. There were systems in place to consider and act on people’s experiences in care.

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 for people when needed, they had been completed with people and those important to them, when they wished to. These had considered people’s choices and preferences during this time.