Reflections Community Support

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.

Care plans were detailed, reviewed regularly and updated promptly when needs changed. Care plans we reviewed demonstrated responsive updates and family involvement. A staff member told us, “I follow each person’s care plan, listen to preferences, and consider protected characteristics.” A relative added, “We are involved in planning Mum’s care regularly, including after hospital visits.”

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. Records showed timely updates and interventions.

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

A staff member told us, “I communicate clearly and adapt to each person’s needs; information is shared confidentially in line with (The General Data Protection Regulation)GDPR.”

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.

Complaints were acknowledged and responded to in line with the providers policies. Lessons learnt were recorded and used to improve practice. Families reported that issues are rare and resolved promptly when raised. One relative said, ‘If I had any concerns, I would pick up the phone and discuss them; issues are taken seriously and addressed.” Another shared, “There was a time communication wasn’t as it should be I raised it and it was resolved quickly and satisfactorily.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. The provider told us they had no missed calls. We reviewed these and confirmed there had been no missed calls. One person told us, “They [staff] are flexible with my needs. Staff are lovely.”

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. The provider had policies, training, and systems in place to encourage people and staff to speak up about equality. A staff member told us, “Adjustments are made for access, and we escalate inequalities to management.” A relative added, “All staff treated my husband and myself very fairly on all occasions.”

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 planning includes coordination with district nurses, reassessment and family‑led decisions reflecting the person’s wishes. This supported people to remain at home safely for longer when that is their preference. We reviewed two (End of life) EOL care plans which included District Nurse involvement, daily comfort measures, communication and family liaison. A staff member said, “We ensure comfort, dignity and emotional support at end‑of‑life; I feel confident due to palliative care training.” A relative added, “They supported us to increase care so [name] could avoid going into a care home, respecting their wishes.”