Basingstoke Centre

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.

At our last assessment we rated this key question good. At this assessment 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 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.

People and relatives we spoke with were positive about staff. Shadowing was in place for new staff and could be increased if required. This helped to ensure staff understood people’s needs Adjustments to people’s calls were made where possible to suit when their requirements had changed.

Care plans contained guidance for staff around personalised approaches when supporting people around risk management, cultural, religious and spiritual needs to enable them to deliver person-centred care. Staff knew people and their needs well. This ensured people were able to receive personalised care.

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 they experienced good continuity of care in relation to staffing. Staff had regular people they supported and knew them well. People and relatives confirmed this. The provider worked with professionals in the community, personal carers and relatives to co-ordinate services to meet people’s needs. This helped to promote a consistent approach to the delivery of care.

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

People’s communication needs were assessed and documented in their care plans. The provider demonstrated how they provided information to people in a variety of formats in line with their needs and preferences. Staff told us people had access to information in easy-read, pictorial or simple formats so they could make choices about their care.

The provider also ensured staff had relevant training to support people’s communication needs. They also told us training was available for different types of communication needs. This helped to ensure people’s communication needs were met. Staff were also clear on the requirements of the UK General Data Protection Regulation (UK GDPR) in relation to confidentiality and keeping information safe.

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 had a suitable complaints policy in place which documented how people’s complaints and concerns would be investigated and responded to. Relatives were able to make complaints through email or telephone, although some preferred going through the staff supporting them. Relatives were satisfied how complaints were dealt with although most people said they had not had any complaints. One relative said about an issue with staff, “It just wasn’t a match, the manager listened and actioned it straight away.”
The registered manager responded to feedback from reviews including updating care and support plans. After feedback from an individual, the registered manager adapted support times to better accommodate their requirements. The registered manager also shared outcomes from complaints or feedback with staff through supervision, team meetings or via the care application messaging. This helped to promote learning and positive changes in line with people’s feedback.

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

The provider had equality and diversity policies in place. Staff completed equality and diversity training, which helped to ensure they understood the potential barriers to accessing care people may face and how they could be supported to overcome them. Staff we spoke with understood the need for aids and adaptations to support people’s independence.
The provider was also aware of the barriers due to language and culture and worked with people and staff to remove these. This helped to ensure people could access care and support when they needed, promoting equality and protecting their rights. The provider had an out of hours on-call system to support staff and people when needed.

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.

There were policies and procedures in place to help identify people at risk of experiencing discrimination or inequality. Care plans and assessment processes reflected these factors had been taken into consideration in the planning and delivery of care. Staff had a good understanding of the equality act and the principles which underpin it. Staff told us people had the right to fair treatment and should not be discriminated against because of any of their protected characteristics. This helped to ensure people’s care and support promoted equality and protects their rights.

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.

There was no-one receiving end of life care at the time of the assessment. Where relevant, people had end of life care plans in place. Care plans documented any advanced arrangements and specific preferences around their care.
The provider worked empathetically with families to help ensure care was flexible and responsive to changes in people’s condition. One staff member told us, “Yes, people are supported to discuss their end-of-life plans in a sensitive and respectful way.”
Staff told us they had enough knowledge and support from the provider to be able to care for people at this time. Staff also told us how people would be supported to achieve their goals. This included encouraging people to do things themselves and supporting them mentally and physically to be able to do so.