London Care (Bristol Court)

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.

The last rating for this key question was 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.

People received person-centred care which met their needs. People and their relatives confirmed this. Staff created care plans with people which included personalised information about how they wanted to be cared for. Staff regularly reviewed and updated care plans.

Staff had supported people to increase their skills and independence. They were able to tell us about how people’s self-esteem and confidence had grown because of this.

Staff worked with external professionals to help make sure people had joined up care which met their needs. They made timely referrals when people required additional support. The provider had arranged for additional staff training and guidance to help staff meet people’s changing needs.

The provider ensured people had information about the service and their care. Records were produced in different formats for those who needed these. This included easy to read documents. Staff used a variety of different communication techniques to help make sure people understood information and were able to make choices.

Information posters were on display in different parts of the building. People were also given leaflets about activities and events. People told us they had the information they needed. A person commented, “I am kept informed by [a manager] on a regular basis.”

The provider had systems to enable people to speak up and share their views. They held regular meetings for people, asked them to complete surveys about their experience and managers regularly visited people to ask for their views. Changes had been made to the service because of this feedback.

There was a suitable complaints procedure and people knew what to do if they had a complaint. People told us they were satisfied with the way complaints had been handled.

Comments from people included, “I go to the tenants’ meetings. These are useful” and “I have complained in the past and it all got sorted out.”

Staff supported people to access services and opportunities. For example, staff had supported some people to find voluntary and paid jobs. They liaised with other service providers to ensure people could attend appointments and understand information from other professionals. Staff had advocated on behalf of people when needed. People told us staff supported them to access the things they needed. For example, a person told us, “I needed to get my phone fixed. The staff helped me sort this. It is little things like that they help you with. They are really good, and they help with most things.”

Following a prolonged hospital stay, medical staff recommended 1 person needed to move to a care home. The person did not want to do this. Staff worked with other professionals to enable the person to return to Bristol Court and receive the care and health support he needed there. This had worked well and the person was happy.

People had equity in experience and outcomes. Staff undertook training about equality and human rights. Support plans included information about people’s personal history, interests and goals.

Staff arranged for people to access a range of social and leisure activities which reflected individual needs. There were specific sessions to support people with dementia and people with a learning disability. There religious services and people were supported to celebrate religious and cultural festivals.

Staff helped people to plan for the future. They liaised with people and their relatives to create plans which could be followed if people became unwell or at the end of their lives. These included information about people’s preferences and individual needs.

Staff supported people to develop objectives to work towards when they wanted to become more independent.