Offices, Bowbrook House

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 assessment for this 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 service 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 consistently told us their care and support plans reflected what they expected and what they had agreed to. These plans were personal to them and contained information for staff on how they wished to be supported. One person said, “The staff know me very well. They know what I used to do and what I like to do now. We chat throughout the calls, and we all get to know each other.” People’s care and support plans reflected their needs and wishes and were personal to them and their particular circumstances.

The service 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 encouraged to take responsibility for their own care needs in their own homes. This included arranging their own healthcare appointments. However, when this was required staff or the management team supported them in a way which empowered them to maintain their own wellbeing. One person told us they preferred the management team to arrange their medical appointments as they struggled with this and needed someone to do it for them as they felt anxious thinking about it.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People had individual assessments which accounted for their specific communication requirements. For example, 1 person showed us a file containing all the information they felt they needed which informed the care they received. They said this information was very helpful and reassuring. It was their “go to” if they need to know anything. They went on to say, “If there is absolutely anything at all I need to know the staff are always at hand to ask or I just talk with [management team]. It is never a bother, and they are all knowledgeable and ready to help.”

People had individual assessments of their communication needs which staff knew and followed.

People were able to feedback to the service any ideas, compliments or complaints regarding the care they received. They were confident they would be listened to, and any comments were taken seriously and acted on where necessary. The service had a system in place to respond to any concerns raised including meeting with the person, investigating and feeding back within a reasonable timescale. Everyone we spoke with told us they knew how to raise a concern or to make a compliment.

The service made sure people could access the care, support and treatment they needed when they needed it. People were supported by staff who were alert to discrimination and inequality that could disadvantage different groups of people in accessing care, treatment and support. People had access to 24 hour support and were able to contact staff for support when they needed.

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. Everyone we spoke with felt they were treated fairly and equally by the provider and the staff supporting them. The service complied with legal equality and human rights requirements, including avoiding discrimination, having regard to the needs of people with different protected characteristics and making reasonable adjustments to support equity in experience and outcomes. Everyone had their specific protected characteristics recorded and these were known and respected by the staff supporting them.

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, and when needed those close to them, were supported to identify their wishes for future care. People were encouraged to identify aspirations including hobbies, community events or activities they wished to explore or engage in. One person said, “There are things I like to do and things I would still like to have a go at, crafting for instance. I know I can go to activity clubs if I want and staff will keep me informed.”