Positive Steps Shropshire 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 service met people’s needs.

At our last inspection we rated this key question good. At this inspection 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 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 received personalised care and support specific to their needs, preferences and routines. People's care plans reflected their individual needs with clear guidance for staff to follow to ensure person centred care. People's care plans were regularly updated to reflect their changing needs. One person described how following a period of ill health a staff member spoke with them to review their care plan. They said this staff member reviewed all the changes and their care plan reflected how they were at that time and the additional support they needed.

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’s diverse needs and wishes were identified by the provider and recorded. These were known by the staff supporting them. When it was appropriate these were shared with other healthcare services to promote inclusive care and continuity. One community-based scheme member told us how they jointly supported one person receiving support from Positive Steps Shropshire Limited. They told us, with the permission of the person, they had regular contact with Positive Steps Shropshire Limited. There was a period where the support provided was changed on a regular basis and adapted to meet the needs of the person. This supported the person to remain integrated in their established groups and to stay in contact with friends.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People had their individual communication needs recorded which were known by staff. For example, easy read documents were available with visual cues to support people with their understanding.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result. All those we spoke with told us they knew how to raise a concern or a compliment. One person told us they had once raised a concern. They felt very nervous about doing so as they didn’t know what the response would be as they had a previous negative experience with another care provider. However, they told us after they spoke with a manager from Positive Steps Shropshire Limited, they felt reassured. They were confident they were listened to and their concerns had been heard. They went on to say the management team made changes which they were very happy with and kept them involved throughout. They told us they felt empowered to raise any concerns again in the future. However, they had not needed to do so since.

The service made sure that people could access the care, support and treatment they needed when they needed it. Ultimately people remained responsible for their own healthcare appointments. However, all those we spoke with told us they were fully supported by staff members to refer themselves to healthcare services and additional support. One person told us they didn’t feel able to navigate the health care systems if it wasn’t for support from Positive Steps Shropshire Limited. They went on to say they do not feel they would have received their necessary medical treatment without this encouragement and direction.

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 told us they felt free from discrimination and felt they had equal access to care and support. One person felt this was because of the consistent support from Positive Steps Shropshire Limited and the values and dedication of staff and the management team.

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 the future. One person told us they had initially developed unrealistic goals which were long term and unachievable. They felt demotivated as a result. However, a staff member from Positive Steps Shropshire Limited helped them to identify more realistic and achievable goals. Their motivation increased and they felt able to achieve more and more with each goal reached.