80b Randall Avenue

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.

This is the first assessment for this service. This key question has been rated 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. Care plans were highly personalised, developed in consultation with people and their families, and covered all aspects of life, including social, physical, and health needs. This was confirmed by the people who used the service, who spoke positively about their involvement in care planning, confirming that their views were heard, respected, and reflected in the support they received.

There was a clear emphasis on both group and one-to-one engagement, involving support staff, the therapies team, and the in-house counsellor. A person told us, “We make group decisions, and I’m quite happy with what the group chooses.” This highlighted the inclusive nature of the service. Activities were tailored to reflect individual interests, goals, and preferences, with the provider consistently seeking creative and meaningful ways to engage people.

People were supported to personalise their rooms, fostering a sense of ownership, comfort, and identity. Many people had active social lives in the community, and the provider offered tailored support to help manage these routines. These preferences were respected, planned for, and delivered in accordance with each person’s wishes, reinforcing a culture of autonomy, dignity, and choice.

The provider had an exceptional understanding of 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 collaboratively with a range of services and health and social care professionals to deliver bespoke support tailored to each person’s needs. This included partnerships with community access initiatives, and support for people to have their voices and experiences heard. These efforts contributed to a holistic and personalised approach to care, ensuring that individuals were not only supported in their daily lives but also empowered to participate fully in their communities and express what mattered most to them.

People were supported to understand their care options through clear communication and partnership working. The provider offered resources and had discussions with people to help them make informed decisions about their care.

Relatives we spoke with praised the provider’s efforts to promote community integration and meaningful activity. They noted visible improvements in their loved ones since moving into the service. A relative shared, “I wish more people knew about Randall Care, I do not have to worry, it is amazing.”

The provider also demonstrated flexibility in delivering care, adapting to people’s schedules and appointments to ensure support was responsive and person-centred.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to people’s individual needs. The provider ensured that key information, including policies and procedures, was readily accessible to people using the service. Staff were available to discuss and explain this information clearly, helping individuals understand their rights, responsibilities, and the support available to them.

The provider enabled people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff always involved people in decisions about their care and told them what had changed as a result.

Theprovider had a clear and accessible complaints procedure, which both people using the service and their relatives were aware of. People were given clear advice on how to raise concerns, and those we spoke with were able to explain how they would make a complaint and who they would approach for advice and support. Relatives we spoke with also confirmed they understood the complaints process and told us that any concerns raised were handled with care and received a prompt response from management.

Staff were trained to support people and their families in understanding their care choices. They worked collaboratively with people to develop care plans that were realistic, achievable, and tailored to each person’s needs and aspirations. This approach helped ensure that people felt informed, involved, and supported in shaping their own care.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Staff advocated on behalf of individuals using the service, helping to remove barriers and ensure fair access to health and social care. This included contacting GPs and other external professionals to seek advice and support on care. By taking a proactive approach, the provider helped people navigate complex systems and ensured that no one was disadvantaged in receiving the care they 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 sufficient time was spent with each person to understand their individual needs and preferences. Adjustments were made to care delivery based on the specific barriers people faced. For example, one person had speech difficulties, and staff were trained to understand their unique communication style, including gestures and non-verbal cues. The provider made sure staff spent extra time with the individual to ensure communication was effective, respectful, and person-centred.

This approach demonstrated the provider’s commitment to equity by recognising and responding to individual challenges, ensuring that everyone received inclusive, personalised care that supported positive outcomes.

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. The provider had discussions with people to explore their wishes and preferences, ensuring that people’s choices were documented.