Bayview Healthcare Limited

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.

This is the first assessment for this newly registered service. This key question has been rated 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 relevant changes in people’s needs.

People received person centred care from staff. For example, 1 person told us their meals were prepared exactly as they like them. Care plans were person centred and detailed how people preferred to be supported.

People and relatives were kept informed and updated by the service and people were involved in choosing how their care was delivered.

People knew how to provide feedback and there were formal and informal opportunities to do so. Feedback was listened to and responded to effectively by the provider.

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.

People told us there was continuity in their care. There was a consistent, long standing staff team who knew people well and who knew and worked well with other professionals.

People told us they were very happy with their care, and felt their physical and mental health needs were well supported by staff who knew them well.

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

People were given information and advice in a way which was suitable for their communication needs, which were detailed in their care plans. The provider told us they could provide information tailored to individual needs. This included providing information in alternative formats.

Although 1 person and their relative told us they did not have access to their care plans, the provider told us they planned to meet with the person and their relative, review and share these with them.

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 knew how to complain, although they told us they rarely needed to raise concerns. When they did, they were responded to quickly and effectively. People felt listened to and knew how to provide feedback to the service. Information about the service was provided to people in a service user’s guide.

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

People had the equipment, aids and adaptions they needed. Staff confidently escalated health concerns, for example to the GP.

The provider told us they were committed to providing a fair and equal service which respected people’s protected characteristics, and records such as care plans reflected this.

People told us they did not feel discriminated against, and policies and training provided staff with the knowledge and skills to understand equality.

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 told us they could give their views and opinions, and understood their rights. People, relatives and staff had no concerns about discrimination.

Through the provision of training, guidance and policy, staff had the knowledge and skills needed to understand, identify and address discrimination.

People were not always 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.

Staff did not always have information or training to support people at the end of their lives. Care plans did not always contain details about people’s end of life needs and wishes. Care decision documents were not always available to staff, despite the provider’s policy stating they should be available. However, when we raised this with the provider, they added this information to care plans and arranged training for staff.

Following the inspection, the provider submitted an action plan which detailed the action they would take around end of life care, including ensuring care plans had people’s end of life needs and wishes recorded and relevant care decision documents included.