14 Thornholme Close

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 requires improvement. At this assessment the rating has changed to good. This meant people’s needs were met through good organisation and delivery.

This service scored 71 (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.

The service ensured care was person centred when managing risks. The policy stated, “Risk assessments are an important part of person-centred planning. It is acknowledged that everyone is entitled to take risks, and we continually assess and plan to ensure that concerns about risks are not getting in the way of people living their lives how they want to.” This was reflected in practice as people were empowered to have as much freedom as possible.

People’s care plans reflected their physical, mental, emotional and social needs. They aligned with their preferences and agreed goals. The records reviewed during the assessment confirmed this.

Any specific needs resulting from protected characteristics, as defined by the Equality Act 2010 had been reflected in the care plan and adhered to in practice.

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.

The service worked in partnership with the social worker, the GP and other health and social care professionals to ensure care was responsive to people’s needs.

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

Staff received training and guidance to help them meet people’s communication needs.

Information was provided in easy read formats where required. There was a consistent staff team who knew people well and this helped to support good communication.

An Accessible Information policy was in place. The Accessible Information Standard puts an onus on services to identify, record, flag, share and meet the information and communication needs relating to people with a disability, impairment or sensory loss.

Documentation was updated during the assessment to improve what was recorded about people’s communication needs. Further improvement was needed to ensure staffs captured their knowledge of people in people’s care records. This will help to ensure the most up to date information is available to all staff at all times.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support.

Staff, managers and social workers regularly engaged with people to ensure any concerns were dealt with at an early stage. There had been no formal complaints. Other formal opportunities to provide feedback through surveys were provided to both people and their families. People shared no concerns with us during the assessment and told us they were happy with the support they received.

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

Staff had appropriate access to support for emergencies that occurred out of hours. People also had access to the management team out of hours.

The premises had been assessed to ensure any required adaptations were provided including a walk-in shower, for example.

The provider complied with equality and human rights requirements, including avoiding discrimination, considering the needs of people with different protected characteristics and making reasonable adjustments if required.

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.

Staff received training in a range of topics designed to support their understanding of people’s rights. These included autism and learning disability, diversity, equality and inclusion and mental health awareness.

The staff we spoke to were confident about understanding people’s diverse needs and equality related issues and felt able to support people when 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.

No one was being supported with end-of-life care at the time of the assessment. People had been consulted and had made their wishes clear, and this had been recorded in care plans.

Staff were not trained in end-of-life care although this would be provided if required in future.