ISSAC

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 of the supported living service. This key question has been rated 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.

People received exceptionally person-centred care from staff who knew them extremely well and had a detailed understanding of their individual needs, preferences, aspirations and communication styles. Staff placed people at the centre of their support and adapted their approach to reflect each person's wishes, strengths and goals. This enabled people to experience meaningful choice and control, maximise their independence and achieve positive outcomes that enhanced their wellbeing and quality of life.

Staff demonstrated a strong understanding of the people they supported and adapted their approach to meet individual needs. They used specialist communication strategies where required and worked closely with families and health and social care professionals to ensure care remained responsive to people's changing circumstances. Relatives told us staff took time to understand people and communicate in ways that made them feel valued, understood and included.

The service supported people in line with the principles of Right Support, Right Care, Right Culture. Staff promoted people's independence and enabled them to participate in meaningful activities, maintain relationships and remain active within their local communities. Relatives described how staff supported people to access social opportunities, communication aids and specialist equipment, helping them achieve greater independence and improve their quality of life.

Staff responded flexibly to people's wishes and preferences. We observed examples of staff using creative and least restrictive approaches to support people to maintain choice and control while managing identified risks. This demonstrated a commitment to ensuring people remained at the centre of decisions about their care and support.

Feedback from relatives and professionals consistently demonstrated the positive impact of the person-centred approach taken by staff. A health and social care professional told us staff consistently placed the individual at the centre of their support and that their approach had a significant positive impact on people's wellbeing, independence and quality of life.

Care was provided by staff who understood people’s routines, preferences and individual needs. The provider recognised the importance of consistency in care delivery and aimed to ensure people were supported by a regular staff team who were familiar with them and their requirements.

The registered manager told us that a stable staff team, alongside people having used the service for a sustained period, supported staff to develop a strong understanding of people’s needs, risks and preferences. This helped to ensure care was delivered safely, consistently and in line with people's individual requirements. Relatives valued the consistency of the staff team and the positive relationships staff had developed with both people and their families. A relative told us, “Management focus upon consistency of staff and they very much work with us as part of the family.”

The provider supplied appropriate, accurate, and up to date information in formats tailored to people’s needs.

People and their relatives received clear and accessible information about care and support, which helped them to remain informed and involved.

People and their relatives were supported to be involved in decisions about their care. Staff understood the importance of listening to people and recognising their individual communication styles, preferences and wishes. A family member explained their relative had specific communication needs, but staff made consistent efforts to understand their preferences and involved them as much as possible in day-to-day choices. This helped ensure the person remained at the centre of their care.

Relatives felt able to share their views and contribute to how care was delivered. A relative told us, “There is an effective communication system between staff and us and if there are any concerns they will contact us.”

People had fair and timely access to the care and support they needed. Care was planned and delivered in a way that ensured individuals received support in line with their assessed needs, without discrimination.

Staff worked in partnership with health and social care professionals to help ensure people’s needs were identified and responded to appropriately. This supported timely access to additional services, assessments and treatment where required. A health and social care professional told us, “I have worked with ISSAC over a number of years and have found the service to be responsive, professional and person-centred. Staff appear to know the people they support well and demonstrate a good understanding of their individual needs and daily routines.

From my experience, staff have always been receptive to my feedback and recommendations and have been proactive in implementing these to support positive outcomes for the people they support.”

People experienced positive outcomes and person-centred care regardless of their background, individual circumstances or level of need. Care and support were tailored to reflect people’s preferences, routines and diverse needs, supporting consistent and good outcomes.

Staff worked in partnership with people, their relatives and relevant professionals to ensure care was delivered in a way that met individual needs and promoted wellbeing. This helped ensure people experienced equitable outcomes and were supported to maintain their independence, choice and control.

People and their relatives spoke positively about the care provided and the outcomes achieved. Feedback indicated people felt supported, valued and respected, and that care was delivered in a consistent and person-centred way.

People were supported to plan their future care. Documentation included important decisions relating to Do Not Attempt Cardiopulmonary Resuscitation (DNACPR) and deputyship arrangements, helping to ensure people’s legal rights, preferences and best interests were recognised and respected.

The provider was in the process of reviewing their care documentation to further strengthen how people’s future wishes and preferences were recorded. This included supporting people to express their preferences for end of life care, where they chose to discuss this, to ensure these were clearly documented and reflected in their care.