Walsingham Support - London Supported Living

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 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. Relatives told us the care their family members received had a positive impact on their lives. On the day of the site visit, a person was supported to visit the seaside as this was something that they really wanted to do. The person left the service positively and excited for the trip.

People’s needs were met in a personalised way. Staff demonstrated good awareness of people’s individual support needs and preferences. Staff were knowledgeable about what people liked and what their preferences were and how best to meet them. People had different communication needs and staff tailored communication methods to each individual as appropriate.

People received consistent person-centred care and support. Care plans included personalised information and guidance for staff to make sure they treated people as individuals.

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.

The provider's processes included liaising with other professionals where appropriate and provided continuity of care.

The provider helped to make sure people could access the services they needed in the community. This included liaising with different healthcare professionals and providing support for people to attend appointments.

The provider supplied appropriate, accurate and up-to-date information in formats tailored to individual needs. People had communication care plans in place. People’s records contained information about how they preferred care to be delivered and guidance for members of staff about how to interact with them. The provider had committed to the Accessible Information Standard and provided information, explanations and support to people who have an impairment, disability or sensory loss in the format they required so they could read and gain an understanding of the service they received and things which were important to them.

Systems were in place to hold confidential information, and the provider had systems to ensure compliance with the UK General Data Protection Regulations (UK GDPR). Service records were kept locked away or were password protected on electronic devices. This helped to ensure people’s private and sensitive information was only shared with authorised persons.

Relatives told us they had the information they needed. They knew who the registered manager was and who to contact if 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.

People and relatives were encouraged to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care.

The service had a complaints and concerns log to ensure these were recorded, investigated, resolved and lessons had been learned.

Staff were responsive to people’s needs and took appropriate action to help ensure people received effective care and support. Staff received support and training to help them enhance communication with people.

People were supported to access the care, support and treatment they needed when they needed it. A system was in place to support people to access health care providers. Information was readily available to people, relatives and staff as required.

Feedback from an external health and social care professionals indicated that people were supported to access the care and support they needed.

Staff and management 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 care records contained information about their wishes in relation to how their social, cultural, and spiritual needs should be met. Staff had access to this information and could adapt their delivery of care accordingly.

The service focused on supporting people to lead fulfilling and active lives as members of their communities.

Members of staff completed training around diversity and inclusion.

The registered manager confirmed that at the time of the assessment no one was being supported with end-of-life care or in receipt of palliative care. However, if such support was required, staff would complete the appropriate training. The registered manager expressed a commitment to ensuring such care and support would be personalised.