Carterhatch Supported Living Services

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 68 (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 did not always make sure people were at the centre of their care and treatment choices and they did not always work in partnership with people, to decide how to respond to any relevant changes in people’s needs.

Care plans lacked person-centred detail and did not always provide staff with guidance on how to support people appropriately. Some care plans lacked people’s personal history. There was not always clear information about people’s clinical diagnosis and how this affected them as well as how staff should support them in the way they needed to live full lives. However, we saw during the inspection, staff knew people well and understood their care and support needs. Staff felt confident they could recognise any changes in people’s physical or mental health and raise these appropriately.

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.

Staff understood the barriers people with a learning disability could face and supported people to routinely access services. The service had a good relationship with external care providers such as GP’s, learning disability teams and psychologists. This enabled people to receive joined-up care that met their needs and allowed people to maintain healthy lives.

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

Where people were able to understand, care plans were provided in easy read formats with pictures. Staff knew people preferred method of communication and used this to share information in a way people understood.

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.

There was a complaints procedure in place. People, where they were able, and relatives were informed of this and told us they knew how to make a complaint. A relative said, “If am not happy about something I will talk to them.” Relatives said the service used to have family forums where they could attend and gain updates on the service and voice their opinions. Another relative said, “They used to have family forums. It would be good to have them again.”

People were fully involved in choices about their day to day care. We observed people telling staff what they wanted and how they wanted to receive their care.

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

People were able to access care, treatment and support when they need to and in a way that worked for them, this promoted equality, helped remove barriers or delays and protected their rights.Care plans included a ‘hospital passport’. This is a document that people can take if they are admitted to hospital or have healthcare appointments and includes important information about the person. This included information about things such as their communication needs, things that could trigger distress, medical history, their likes and dislikes. This ensured that hospital staff were aware of the person and their needs.

We did not look at Equity in experiences and outcomes during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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.

People’s end of life wishes were documented in their care plans if they or their relatives wished to discuss this. Staff also respected people’s wishes of they did want to discuss end of life care. A relative whose loved one had received end of life care at the service was compliantly of the staff, their compassion and care whist caring for the person at the end of their life. They also praised how well staff supported family members at this time as well.

Where a person was changing services and transitioning to a new service. We saw staff reassuring them and making sure they understood the process. The person told us they felt staff were helping them.