66 Hookstone Chase 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. Care was individualised and tailored to people’s needs, interests and preferences, and staff worked flexibly to accommodate changes that were needed. People had choice and control over activities and daily routines, and staff supported them to access the community and maintain hobbies and interests. This approach helped people feel valued and respected. People and relatives were actively involved in reviews and decisions. A relative said, “They have looked after [person] very well, despite all the changes. Since ‘Homes Together’ [the service] has really come up to speed.”

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 worked flexibly, supporting continuity of care and integrated working with other services. Relatives told us that staff helped support people with health appointments.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Accessible information was available in different formats, including audio, to support communication and inclusion. This included audio recordings to help inform people of activities, staff rotas and menus.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. The service had not received any recent complaints, but systems were in place to ensure prompt and appropriate action would be taken if needed.

Staff involved people in decisions about their care and told them what had changed as a result. Relatives spoke positively about being listened to and said they felt welcomed and involved. Relatives said, "The staff are always nice when we call (visit)” and “Staff communicate really well with me.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. The service promoted equity and inclusion, making reasonable adjustments for accessibility and sensory needs. Discussions with staff showed they understood how to access specialist health or social care support people might need.

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 completed training in equality and diversity to understand and reduce inequalities or prejudices that affected outcomes for people.

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 advance planning were available and supported where appropriate. We saw staff respected and supported people’s aspirations. One person was being supported to explore a major change; staff had ensured they were aware of all options and had acted on their wishes.