North Tyneside Learning Disability Service

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.

This is the first full assessment for this registered service. This key question has been rated 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. The provider continued with updating care and support plans to ensure they fully reflected needs and what was being delivered by staff. Where people lacked the mental capacity to make decisions, the provider consulted with people’s relatives.

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 were able to access the local community, either with staff or their families. The provider tried to ensure people received care from the same staff, which ensured continuity of care.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Information was available in a variety of formats in a way people could understand. Communication plans were in place. Staff effectively supported people to fully express themselves.Relatives said communication had improved as this had been previously poor. They now felt comfortable speaking to the management team. One relative said, “They (management team) listen completely now, whereas before they were defensive.”

The provider made it easy for people and relatives to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people and relatives in decisions about their care and explained what had changed as a result.There was a suitable complaints procedure in place and any complaints or concerns had been investigated and responded to.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People were supported to access healthcare services and apply for various services they wanted to use.

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 completed training in equality and diversity to understand and reduce inequalities or prejudices that affected outcomes for people. The management team ensured peoples’ social and healthcare needs were fully considered and met.

People and their relatives 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 receiving end of life care, but the provider was confident in supporting people should this change in the future. One person’s care and support records had not fully recorded discussions having taken place regarding end-of-life care. This was to be addressed by the provider.