The Office

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 were involved in developing care plans and deciding how their care and support was organised. Key workers worked closely with people to help deliver consistent care from staff who knew and understood people well. Staff told us care plans contained all the information they needed.

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 registered manager and staff encouraged people to access their local community. Due to a dip in self-confidence one person had become reluctant to go out as often as they had in the past. Staff continued to encourage them with this, recognising this was beneficial for their emotional well-being.

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

People did not require any specific formats. However, person centred planning meeting records were completed using limited and simple text. Pictures and tick box questions were used to support understanding and meaningful decision making.

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 told us they were able to talk to staff about any worries or anxieties. The registered manager said they were going to start organising house meetings. These would be held in the evenings and would also provide an opportunity for people to socialise together as well as discuss any concerns they might have.

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

The provider had equality and diversity policies and staff completed equality and diversity training. This meant staff had access to information to help them understand the potential barriers to accessing care people might face and how they could be supported to overcome them.

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 were supported without discrimination. Staff encouraged people to access local facilities in the community and develop social networks. Staff completed training in autism and learning disabilities to help them understand the inequalities people might face.

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 asked about how they would like to be supported at the end of their lives. Although no-one was receiving end of life care at the time of the inspection it is important people are given an opportunity to express their views and preferences.