Cleveland View

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 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 their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

People and their relatives were involved in their care plan. People told us they were able to make choices about the care and support they received. Staff had a good knowledge of people and how to support them on a daily basis. A staff member told us, “Our residents are well looked after. They deserve the best. All the staff know their individual needs.”

We received very positive feedback from professionals who visited the service who spoke very highly of the registered manager and staff about the person-centred care they provided.

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.

People had access to community health practitioners, such as, GPs, dentists, district nurses and other professionals when needed. Care records evidenced appointments and visits taking place. A person said, “If I’m unwell I tell the senior, and they arrange things pretty quickly.”

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

Information about the service was available in large print formats or a different language if needed. Relatives told us there was good verbal communication from the care staff. Comments included, “The nurses and office staff always keep me informed if there are any hospital appointments etc. I am 100% satisfied with the home and would highly recommend Cleveland View to anyone.”

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.

Regular meetings took place for people and relatives to share their views and receive updates about changes at the service.

People and relatives told us staff, and the registered manager were approachable, and they would feel comfortable in approaching them to raise a concern or complaint. Complaints were appropriately investigated and responded to.

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

Staff understood the importance of ensuring people had access to the right health and social care services. People were supported to access treatment as needed, with families being informed and involved when appropriate.

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.

The registered manager ensured staff understood people’s needs and preferences and put the right processes in place to support people and staff. People told us staff got to know them and supported them as they needed.

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.

Staff had received training to support people at the end of their lives. People’s preferences around end-of-life care were recorded and acted on.