Independent Supported Living and Disabilities Ltd Also known as ISLAD

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 showed and told us how they wanted to be supported and what was important to them. People’s relatives confirmed support for their loved ones was person-centred. It was visible people were in control of their daily lives. Staff could clearly explain how they ensured individual support was flexible and respected who people were, what was important to them and what they enjoyed doing. People’s support plans were person-centred and detailed their likes, preferences, strengths, equality and diversity characteristics, and life stories.

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. Staff worked well with other healthcare and social care professionals which was evident in communication between different parties involved in people’s support that we reviewed. People, their relatives and professionals working with the service were complimentary about how staff worked with others to ensure people received appropriate care in a timely way.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People’s relatives told us the communication between them and the service was good. People had detailed individual communication support plans in place. The plans explained what communication aids they used and what support they needed to be able to express themselves, read their correspondence, write, and how to best provide any information for them. Staff used pictorial boards, easy reads and specific communication passports to support people to communicate.

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. People were regularly asked for their views and feedback and staff updated them on actions taken to address that feedback. A relative said, “We have 100% good dialogue with [the registered manager]. I can call her directly and she calls if she needs any information” and commented the staff team maintained effective communication throughout when supporting the person around their changing needs. The provider had a complaints policy in place, including an easy read version for people. The registered manager monitored all complaints.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People, their relatives and staff confirmed this. People’s records included information on how they were supported to access various healthcare, social care and local community services as and when required or when they chose to do so.

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. People’s care plans were detailed and included information on what support people needed around their learning disability or autism, relationships, sexuality, physical and other specific needs. This enabled staff to support people effectively to live a life they chose to and to minimise any barriers and inequalities they could be at risk of by supporting them when needed and advocating on their behalf.

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’s support plans included information on their individual level of understanding in this area of care and their ability to engage in future care and support planning, what was important to them and who needed to be consulted in case they became very unwell.