Sense 12 Oakfield Road

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 in 2020 we rated this key question requires improvement. At this assessment the key question has changed to 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, although recording systems needed some strengthening.

People experienced caring and respectful interactions.

People’s care plans were not always detailed to demonstrate how person-centred care was being delivered in line with people’s personalised preferences and needs. Strengthening the link between care planning and practice would help ensure person‑centred approaches are embedded consistently across the service.

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 continuity of care and support from staff who knew their needs. Staffing levels were stable and although there had been some staff changes there were systems in place to ensure some consistency for people. Staff demonstrated a strong commitment, teamwork and compassion, which supported the quality of care provided.

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

The provider made sure people were given information in ways they could understand so they could be involved in decisions about their care and support. Managers and staff worked closely with people they supported to understand how each person communicated their wishes and to ensure essential information they needed was accessible and understood. Staff used verbal, objects of reference (this is a physical item that represents or identifies something else, such as a person, object, place or activity) and pictorial information to support people’s understanding. Staff were patient and consistent when communicating with people. People’s care plans detailed people’s communication needs.

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 used a range of methods to encourage people to make decisions about their day-to-day care. Staff were able to tell us about examples of how they supported people to raise concerns.

The provider had a complaints system, and we saw complaints had been responded to in line with their policy and procedures.

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

People received care and support with daily routines and activities planned around their choices, preferences and needs. Adjustments were made to promote inclusion, safety and choice. For example, staff ensured people expressed preference in relation to the gender of staff who provided their personal care, was always sought and respected. Care plans clearly documented this preference, and staff confirmed it was always adhered to.

People were supported to engage in activities that reflected their social interests and needs. Staff actively supported people to regularly attend a range of activities in the wider community including, attending local day centres, going out shopping and for meals locally. People and their families were supported to be involved in discussions about people’s social interests, which was recorded in their care plan.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care and support in response to this.

Managers and staff respected and valued people’s individual characteristics, diverse needs, personal routines and need for consistency. They assessed and planned for people’s diverse needs and made sure barriers to providing care were identified and mitigated. For example, risk assessments had been completed to identify potential barriers a person might face when accessing the wider community including, using public transport and attending appointments. Measures were in place to ensure the safety of the person and staff supporting them. People’s care records contained information about their individual needs, including those relating to communication, social, cultural and religious needs. Staff understood people’s right to receive care and support that met these needs. They had received equality and diversity training to help ensure people received fair and equal treatment.

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.

Staff supported people to plan for the future. People were supported to work towards their goals. The provider reviewed people’s care, although some improvements were needed to the consistency and robustness of this. Staff told us they discussed future aspirations with people, and this included how they wanted to maintain their independent living skills.

People and their families were supported to be involved in discussions and participate in decisions about future plans, and this was done on an individual basis and was part of ongoing work.