South Hill

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.

Care was personalised and shaped around what mattered to people. Staff demonstrated a good understanding of each person’s history, preferences and identities. Care plans clearly set out each person’s needs, preferred routines, and the level of support required with personal care. Care plans detailed what was important to each person, including their life history, cultural beliefs and significant relationships. These were presented in easy read format to help support people to understand and be involved in their personal development.

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 recognised the importance of continuity of care and developed staff rotas to meet people’s needs and preferences with a familiar care team. This allowed staff to build trusting and meaningful relationships with people, to understand what was important to them and to support them to live their best lives.

The provider recognised when people were at risk from poorer experiences and worked to ensure everyone was included.

People’s care was well planned, consistently delivered and coordinated with other services. This helped ensure people received support that met their needs, promoted their wellbeing and adapted to changes in their circumstances.

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

The provider understood the Accessible Information Standard, and we saw documentation, where required, had been put into an accessible format for people using the service. People’s care and support plans had been created in both standard and visual ‘easy read’ format. Care plans documented people’s communication needs and any required adjustments to aid people’s understanding. This included tone and volume of speech and communication aids such as pictorial prompts and objects of reference.

Staff supported people to communicate by using their preferred method of communication. The provider employed a range of staff who could speak the same languages as people who used the service.

Care plans recorded individual communication preferences.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatmentand support. Staff involved people in decisions about their care and told them what had changed as a result.

People had an allocated key worker that they knew well and were comfortable with. Key worker reviews were carried out to help monitor people’s care and support. The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

The provider had a complaints policy in place. There were systems and processes for people and their relatives to allow them to feedback information.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People had fair access to the support they needed, and the provider worked to reduce barriers that could limit people’s opportunities.

People from different backgrounds and communities were supported without discrimination. Managers and staff understood people’s diverse needs. They ensured equitable access to healthcare and worked collaboratively with commissioners and other professionals to help ensure people with complex or changing requirements continued to receive appropriate, high-quality care.

Staff understood the individual circumstances of the people they supported, including physical, sensory and communication needs, and adapted their approaches to help ensure support was appropriate.

The provider made sure that people could access the care, support, and treatment they needed when they needed it. Managers and staff supported people to access health care services when they needed them, and this was recorded in their care records.

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. People were supported to access community resources and services.

We observed people comfortably choosing to go out with staff. They were engaged in activities that were meaningful to them and provided them with stimulation.

People were treated fairly and raised no concerns about discrimination or inequality in relation to their care.

The provider had a programme of training that covered equality, diversity, and inclusion. Staff were aware of the importance of treating people equally regardless of their abilities, theirbackgroundor their lifestyle.

People were supported to plan for future needs, aspirations and changes in their lives. Staff understood what was important to people and worked with them, their relatives and professionals to help ensure plans reflected individuals’ goals and preferences.

Care plans showed people were given the opportunity to discuss their care wishes. People’s care plans reflected planning for their future life development, with short term goals and a progression towards longer term aspirations.