61 Kings Road Harrogate

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 were supported to express goals and aspirations for their future. Care plans were very person-centred, detailed, and regularly reviewed, with input from people and relatives. They reflected individuals’ preferences, routines, and cultural needs. Care and support were also person-centred and tailored to individuals and their needs and preferences.

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. Staff and managers worked flexibly to ensure continuity of care and integration with other services.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Accessible information was provided through easy-read guides. Assistive technology was used to support communication and independence. Assistive technology, such as talking devices, was used to help people understand their daily plans.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Complaints were investigated and responded to, with lessons learned shared.

Surveys and newsletters were used to gather feedback and improve engagement. Staff involved people in decisions about their care and told them what had changed as a result. Staff supported people to make choices about daily life. Staff responded promptly to people’s needs and were proactive in preventing discomfort or distress. We observed staff offering reassurance and adapting support when plans changed.

People and their relatives were involved in all decisions about their care. A relative told us they had raise concerns about communication and that as a result improvements had been made recently. Relatives felt involved and welcomed. Relatives said, “Yes, I do feel welcome, and I just go when I feel like it and they’re always nice” and “The manager is very easy to get a hold of. I just ring and get straight through to them.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. Equity in access and outcomes is promoted; reasonable adjustments are made for sensory impairments and accessibility. There were plans in place for improvements to bathrooms that would improve accessibility.

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. Staff understood how to uphold people’s rights. Staff completed training in equality and diversity to understand and reduce inequalities or prejudices that may affect outcomes for people. Equality and diversity were embedded in policies and practice.

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 care and advanced wishes were able to be discussed and documented where appropriate or requested.