Enablement Care 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 service 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 75 (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 the care and support and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. A relative told us, “I am definitely happy with the care [my family member] receives here. It is definitely about their wellbeing there.”

People and their relatives were involved in sharing information on their preferred personal care routines and levels of support they required from staff. Care was carried out in line with people’s wishes and that staff had a good understanding of their needs. People’s care plans included information to reflect their physical, mental, emotional and social care needs. People and their relatives had opportunities to review care plans. This helped to ensure staff were responsive to any changes to people’s needs.

People received consistent person-centred care and support. Care plans included personalised information and guidance for staff to make sure they treated people as individuals.

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. Relatives told us people received continuity in their staffing and care arrangements. They told us people were allocated small teams of staff, whom they had built positive relationships with so that they felt comfortable in their presence.

Management considered the geographical area, people’s needs and timings of potential care packages to help ensure people received timely and consistent care. The provider made referrals to professionals in response to people’s changing needs to ensure there was a joined up and coordinated approach between different stakeholders involved in people’s care.

The provider helped to make sure people could access the services they needed in the community. This included liaising with different healthcare professionals and providing support for people to attend appointments.

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

Staff identified and recorded communication needs. They helped ensure people received information in ways they could understand. Care plans recorded individual communication preferences. The use of an electronic care monitoring system meant that care records, incidents, and communication logs were visible in real time, supporting both transparency and the continuity of care across the service.

Systems were in place to hold confidential information, and the provider had systems to ensure compliance with the UK General Data Protection Regulations (UK GDPR). Service records were kept locked away or were password protected on electronic devices. This helped to ensure people’s private and sensitive information was only shared with authorised persons.

Relatives told us they had the information they needed. They knew who to contact if needed and wouldn’t hesitate to do so. A relative told us, “Communication is good. [Staff] keep me updated with what is going on. I am always involved and if I am not happy with something, I will always phone and find out what is happening”.

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

The provider had an understanding around the Accessible Information Standard and processes in place to ensure people’s communication needs were met. The Accessible Information Standard is a legal responsibility to ensure people receive information in a way they can understand it. The provider carried out assessments of people’s communication and sensory needs to identify any support or adjustments required.

People and relatives were encouraged to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people and relatives in decisions about their care.

People’s communication needs were documented in their care plan. This provided information about people’s individual needs and included information about how the person communicated and details of how to communicate with them.

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

People received care and support in line with their assessed needs, and the provider ensured this was delivered equitably, regardless of a person’s background, language, or culture. The provider made sure that people could access the care, support and treatment they needed when they needed it.

The provider had policies and procedures around equality and diversity. Staff told us they had received training in equality and diversity. This helped to ensure they had awareness of people’s protected characteristics and the requirement for all people to receive fair and equal treatment.

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.

Relatives told us that people were treated fairly and raised no concerns about discrimination or inequality in relation to their care. Management told us people’s needs and preferences were assessed before the provider agreed to commence care services. This helped to ensure people’s needs could be met. People’s care plans contained information in relation to how their social, cultural and spiritual needs should be met.

In a recent staff meeting, staff identified that it would be helpful for them to have further information about people’s individual religions so that they could support people appropriately. In response to this, the provider put together a ‘religion in care setting’ document. This provided staff with important and practical information about different religions and their specific rituals and practices. This document was shared with all staff to help further their understanding and build confidence around this area.

The provider had a programme of training that covered equality, diversity, and inclusion. Staff were aware of the importance of treating people equally regardless of their abilities, their background or their lifestyle.

Management confirmed that at the time of the assessment no one was being supported with end-of-life care or in receipt of palliative care. However, if such support was required, staff would complete the appropriate training. The registered manager expressed a commitment to ensuring such care and support would be personalised.