Respectful Care

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 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 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 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. Staff knew people well and understood their needs and preferences. People told us staff adapted to their needs and followed their preferences. Care plans were person centred and contained information about the persons history and interests. A relative told us, “I can speak freely about care requirements and they [staff] take it on board.”

The provider had an exceptional understanding of the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. The provider went beyond providing commissioned care and supported opportunities to reduce isolation. The provider hosted a series of hub days where people and their relatives were able to come together to socialise. The provider also hosted outings to places of interest and advertised these in their regular newsletters to people and relatives. For example, the provider arranged a coach trip to a local city to see the Christmas market and lights. The provider also recognised the importance of working in partnership with families and provided training to relatives in dementia care and awareness for people who wanted to access this.

The provider supplied appropriate, accurate and up-to-date information in formats tailored to individual needs. Systems were in place to share information. Care plans were available in an online format for people and relatives to view or printed for those who preferred this. Information about people communication needs were accurately recorded in people’s assessments of care and these needs were adhered to.

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. The service sought regular feedback from people about the care and support they received. People and relatives told us it was easy to speak to managers and office staff when they needed to. A person told us, “The management and office staff are all very good, I have good communication with them and can talk to them about anything.”

The provider made sure people could access the care, support and treatment they needed when they needed it. The service was responsive to people’s changing needs and ensured people had access to health and social care services when required. The service worked to support people to access community events and trips out. People’s communication needs and preferences were assessed and adhered to reduce barriers to access.

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. Policies and procedures were in place to promote equality and diversity and to remove barriers to care. People’s needs and preferences were clearly documented and adhered to. Where people required support to access services, this was provided. People and their relatives were able to speak to managers and office staff about any issues they may be facing. Open and supportive communication was encouraged by the provider.

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 were supported to have discussions around their end-of-life care wishes if they wanted to do this. Care plans were person-centred and contained important information regarding DNAR (Do Not Attempt Resuscitation) decisions and important friends and family members. Where people were supported with end-of-life care, records evidenced the service worked closely with health and social care professionals to deliver the correct level of care.