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• 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 68 (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. Person-centred interactions were observed during the inspection. People and relatives had the opportunity to be involved in care planning. One relative told us, “I am asked for my input on my [relatives] care and it’s nice to be asked.” People and relatives had the opportunity to feedback on care regularly at the service, for any suggestions of improvement.

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 service’s local GP told us that the provider worked well with them, including sharing information as and when required and responding in a responsive manner.

People generally received care from regular staff to enable good continuity. However, one relative told us, “Some good staff have recently left, who knew [relative] well, which was a shame for [relative].” One person also told us, “There are a lot of new staff, and some are getting a bit ‘lax’ about knocking on your door. It happens occasionally and can be frustrating. I must educate new staff on how to do things. For example, simple things like saying when you are putting something down, tell me you are doing that and what it is.”

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

People were able to access health and social care professionals where needed and information from these appointments was recorded within peoples care plans. People we spoke to had requested the minutes from the resident meetings. These were given to people in accessible format to enable their involvement in their care, such as in large print.

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 their relatives were involved in regular meetings, to gather people’s views and opinions of the service. Professionals involved in the service were also contacted regularly to offer feedback and suggestions of development. When we reviewed the feedback from professionals, we found positive comments about the staff and service. Complaints were dealt with and actioned accordingly.

The provider made sure that people could access the care, support and treatment they needed when they needed it. The service was accessible for the service user group it was tailored for. Signage and accessibility was appropriate throughout the building. Care plans considered people’s needs and what reasonable adjustments could be made, to ensure people have equal access to the service and support in accessing the local community.

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. People were supported to ensure they were able to take part in activities of their choosing throughout the day. Some people with visual impairments at the service had adaptations in place to enable better outcomes for them. For example, different coloured plates to help with eating, audio books, guide canes and DAISY players.

People receiving end-of-life care had the opportunity to express their wishes and these were respected, with relative input if chosen. One staff member spoken to was knowledgeable about a person's end-of-life care at the service. However, not all staff were up to date with training on ‘End-of-life’ care training.