Park View

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 86 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

There was a genuine person-centred culture, where staff worked with people and their families to truly understand how to support them. People were at the centre of everything staff did to ensure their needs, wishes and goals were understood and they were supported to live fulfilled lives. The provider ensured the service was meeting the standards in “Right support, Right care, Right Culture.

People were actively encouraged to achieve their goals and live their life beyond the service. We saw examples where people’s independence and quality of life had improved. People were able to actively participate in their hobbies and interests and connect with like minded people.

We received positive feedback about how the service ensured people received person centred care. For example, “The staff are amazing, they always listen to me and help me, I have even managed to learn knew things”.

The service had an exceptional understanding of the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

The staff team knew people well and helped provide them with continuity of care and developing trusting relationships. This helped to reduce communication barriers, reduce anxiety and people could do things they wanted without restriction. A family member told us, “The staff are fantastic, they got to know [person] very quickly and intuitively knows what she wants and when she wants it, routine is very important to [person], staff always make sure they stick to the routine…Staff think of creative ways to engage [person] in their daily routine”.

People were actively involved in staff recruitment and choosing member of the team. This meant that people were supported by staff who had the correct experience, knowledge, skills and training to support them effectively. A person told us, “Best placed I’ve ever lived, staff are really good and respect my wishes, my life has improved since I’ve been living here”.

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

Information was available in different formats, depending on individual needs, including brail, easy read and some contained signs and symbols. This enabled people to be actively involved in communication and decision making, for example a person required written information in brail, staff type all information in brail. This enabled the person to understand important information and increased their wellbeing. A person told us, “The way staff record information is brilliant, communication is so much better, I am in control of how I am supported, this has made my life worth living”.

Staff communicated effectively with people and their families, a family member told us, “Their communication, professionalism and evident commitment to the wellbeing of [person] has been consistently exemplary”.

The service 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.

People were encouraged to attend a monthly provider meeting to share ideas and to make improvements to the service, people told us they felt they could discuss concerns and resolve problems, they felt listened to and the provider made changes following their feedback.

People were supported to complete audits, which were used to develop action plans and improve the service. People worked with the provider to agree what the focus of the audit would be and were given training to support identifying any concerns or good practice. This meant people had a clear understanding and were empowered to raise concerns where needed.

The service was exceptional at ensuring people could access the care, support and treatment they needed when they needed it

The provider altered the home to enable people to access the laundry room. This meant people could access the washing machine and tumble dryer without staff support. The person told us, “I can do my own washing whenever I want, I is great that I don’t have to wait for the staff to help me”.

The provider’s offices were fully accessible, this has meant people could attend the office for social gatherings, meetings, training and employment. The provider employed people using the service to work at the office to deliver training. Bespoke support was provided to people all the way through the recruitment process, reasonable adjustments were made to enable people to fully participate and meet the requirements of their job role. A person told us, “I have a paid job, I never thought I could get a paid job, it is incredible”.

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.

People’s desired outcomes were documented, and staff supported them to achieve their goals. Some people were supported with step-by-step guidelines to help them complete activities and increase their independence. This helped to ensure they were given opportunities to build skills and participate in active full lives.

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.

At the time of the inspection, no one using the service was receiving end of life care. The service was exploring ways of collecting information of how people wished to be supported at the end of their life, without causing distress to people or their relatives.