Include 'In' Autism

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 service met people’s needs.

At our last inspection we rated this key question good. The rating for this key question has remained 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.

Staff at the service always made sure people were at the centre of their care and treatment choices. Staff decided, in partnership with people, how to respond to any relevant changes in people’s needs. A staff member commented, “No 2 individuals are the same, so support is tailored to each individual’s needs and wishes.” People’s care records included information around people’s identity, things which were important to them, their wishes and relationships they wanted to maintain.

Staff understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. A staff member told us, “I am placed with the same individuals. This gives me time to build a rapport with all the services users I care for.” Care staff received information about people before they started providing care and support for them to understand their individual health and care needs. A staff member commented, “Care plans, risk assessments and handover information are provided which we read before starting new packages of care and whenever updates are made.”

Staff supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The provider was aware of the Accessible Information Standard. They told us information could be made available in different formats. People were supported to express their views so that staff understood their preferences, wishes and choices, including where people may not communicate well verbally.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. A relative commented, “Staff do listen to me. If there are any issues they get resolved immediately, management and staff are very good."

Staff at the service made sure that people could access the care, support and treatment they needed when they needed it. The service worked with other professionals to support people and to ensure they had any equipment they needed. People's care records showed they had access to care and support, and referrals were made for treatment when they needed it. Systems were in place to help ensure people and staff received support in the event of an emergency. An on-call service was available when the office was closed. A relative commented, “The registered manager is always there and available out of hours if we need them.”

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. People and their relatives did not report any concerns in relation to any experience of discrimination and inequality from the service. A staff member commented, “We have just had a recent discharge from our support. Through perseverance, patience, understanding, guidance and empathy we established a relationship based on trust and security with the person. Through guidance, knowledge and support we have helped the person become completely independent.” Staff worked to ensure reasonable adjustments were in place for everyone, so people did not experience discrimination because of their disability and needs.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future plans and changes in living arrangements.