Parkhill Support Services Brighton Road

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

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 thisassessmentthe rating hasremainedgood.

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 care plans we looked demonstrated decision-making conversations were held between people, their families, and staff, ensuring care remained person-centred and aligned with what mattered most to the individual. These care plans were detailed, reviewed regularly and updated to reflect people’s current needs.

A family member told us, “Staff keep an eye on things, and they are monitoring and we kept informed and involved”; and another relative said the “I get updates from the service about my [relative’s] health appointments and outings.”

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.

Care records showed care was delivered consistently, promoted choice, and resulted in positive outcomes for people.

People were supported by staff to pursue interests and hobbies both at home and in the community. People's support plans showed the activities each individual enjoyed and how they liked to spend their time and daily records evidenced had happened.

Staff told us they communicated regularly with nurses, GPs, occupational therapists and psychologists to ensure people’s needs were met.

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

The service has Accessible Information Standard policy, and information was made available in formats that met people’s need.

The provider supplied information in formats suited to individual needs, such as pictures for choices or easy-to-read guides for complaints and feedback. People and their relatives told us they were well informed and involved, with updates shared clearly and without delay.

People received clear explanations about their care, and staff were trained to check understanding and consent before providing support. A family member told us, “They provide us, me and my [relative] all the information I and my [relative] needed.”

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.

The provider offered people and their relatives’ regular opportunities to give feedback and ensured their voices were heard. The registered manager distributed surveys to gather feedback from people and their families. They analysed the results and implemented changes where appropriate to improve the service.

One relative told us, “They are always very approachable if I need to raise any concerns. It feels like a more relaxed atmosphere now.”

Another relative said, “I complete quarterly questionnaires. As a parent, I definitely feel listened to. From the beginning, they asked for as much information as possible to support a smooth transition and meet my [relative’s] needs.”

People and their relatives felt confident to share their views and raise concerns. This ensured care reflected people’s individual needs and preferences.

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

The provider worked collaboratively with external agencies and community organisations to promote access for all, referrals to external professionals were made in a timely manner, and feedback confirmed the service promoted fair and equitable access for all.

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 and the registered manager listened to people, including those with disabilities or limited communication, and made reasonable adjustments so care was equitable. This included adapting communication, and people’s immediate environment tailoring care plans and ensuring people’s rights were respected.

Care records showed people were supported to achieve outcomes unique to their needs and care plans reflected people’s consent and preferences. They were person-centred and included people’s characteristics, beliefs and interests, such as hobbies, likes and dislikes. The service addressed inequalities through staff surveys, supervisions and whistleblowing procedures. These were well embedded and supported a culture of openness, fairness and inclusion.

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.

End of life records demonstrated that these plans clearly reflected people’s end of life wishes and decisions.