Naylorsfield and Hartsbourne

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 the provider met people’s needs.At our last assessment we rated this key question requires improvement. At this assessment the rating has changed to 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 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 comprehensive and prioritised people’s preferences for the way they wanted to be spoken with and treated. People had a choice for how they wanted their day to look. We observed staff demonstrating good awareness of people’s individual personal care needs and preferences. The registered manager was able to tell us the way in which they delivered care and support which had a significant positive impact on all people. The provider used various strategies and techniques to create and foster a nurturing and stable environment for people in their care. The local authority and other health care professionals gave the service consistently positive feedback. They told us, “The team at this service has been instrumental in ensuring that these people have not needed to be recalled to hospital.”

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. Since the previous inspection, the provider has gone to extra lengths to ensure outcomes for people and ensured their care was tailored to their needs, met their aspirations and gave them greater choice and independence. Working collaboratively with a multi-disciplinary team of experts, people accomplished goals in education, community participation, leisure and health. People’s lives were changed as a result of this support. One health professional told us, “I would like to say thank you to [registered manager] and the team for supporting complex individuals in a caring and compassionate way that ensures the service users are at the centre of all decision making whilst all ensuring risk is managed appropriately.”

The provider supplied appropriate, accurate and up-to-date information in formats tailored to individual needs. We observed different information, such as the complaint's procedure, was made available to people in formats they could understand.

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, their loved ones and staff confirmed they felt comfortable raising concerns or making suggestions and felt listened to. We observed people being listened to and being in control of their support. We saw evidence of meetings and instances where staff would meet with people on a regular basis. Meetings were documented, and actions were taken forward which meant people felt involved in decisions and listened to.

The provider made sure people could access the care, support and treatment they needed when they needed it. We saw people were registered with GP surgeries and received timely specialist health input when required. The buildings had been dramatically improved since the last inspection with adaptations and improvements to the environment made. People were involved in these decisions and had input on how they would like the environment to be designed.

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. Training records showed staff completed training in Equality, Diversity and Inclusion. In our discussions with staff and the leadership team, they demonstrated a zero-tolerance approach to discrimination against people or other staff.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future. The provider considered people’s wishes when planning events for the future. People had the opportunity to express their wishes, and these were documented and acted on.