Insight Teynham

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 as good. At this assessment the rating has remained as 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 was exceptional at making 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.

Relatives and health and social care professionals told us the service’s focus on providing person-centred care and support had resulted in significant improvements in people’s quality of life. These included reducing people’s levels of anxiety and increasing their participation in the local community. One relative told us how they wished to join in a special event held at the service. They told us they were not sure how this was going to work as their family member always expected to go out with them when they visited. The relative said that on the day of the event, a staff member suggested they try a different approach. They told us this approach had been successful which meant they were able to spend quality time sitting with their family member. They told us, “It was a fantastic achievement for X to stay with me. I was able to enjoy the BBQ. It was busyish, but X was not anxious.”

Each person had a person-centred support plan that set out what was most important to the person, such as their needs, preferences, routines and goals. There was a continuous focus on reviewing person-centred support to ensure it remain effective in achieving the desired outcomes. There was a regular, systematic analysis of data from people’s daily lives to evaluate the effectiveness of support strategies, involvement in activities, and steps undertaken in working towards goals. For example, it had been identified that the triggers for one person’s distressed behaviours were due to waiting for things they wanted and requests to complete tasks. Interviews with staff and additional observations were planned to help identify the most appropriate interventions.

People had a range of goals that were meaningful to them as they were based on their choices and interests. For one person having their own personal space where they felt safe was important to them. However, they were unable to lock their bedroom door to prevent other people entering their room. To promote this person’s independence staff used a social story to teach the person the importance of locking their door and how to do so. Staff celebrated when people had made progress towards their goals. Staff told us if something had gone well with a person, they shared it with the staff team so it could be replicated.

People, their relatives and advocates were central to people’s care and support. Regular feedback about the care provided was sought from people and their relatives. My Life plans included photographs of people doing things they enjoyed, how to effectively communicate with a person and situations they found difficult and staff strategies which offered support. A relative told us, “I am constantly updated on X’s situation, care and health requirements.” A staff member told us that they were consulting with staff and a person about what activities they were doing and if there were any other things ways they would like to spend their time.

Relatives and professionals said staff had an excellent understanding of people’s needs. They told us it took time to get to know people, as they had complex needs. A relative said, “Staff that have been there for a while know X well. Newer staff have a good rapport with X and it is so lovely. It is so natural the way they speak to X. It is genuine.” Another relative commented, “My experience of Insight (the service provider) is excellent.The staff are absolutely first class: Really, quite exceptional.”

Staff had opportunities for learning, development and reflective practice. A relative said, “Staff have a very good understanding of autism.” Specific staff training sessions were provided for the staff team to get to know a person better. These were to increase staff understanding of the person and to gain important information from staff about how to support the person in their best interests. Debriefs were held following incidents as it was recognised they could be distressing to all involved. These were used to support staff wellbeing and reflect on what may have caused the event, such as a lack of communication, misunderstanding or staff being under pressure.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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.

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

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.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.