Lindisfarne Newton Aycliffe

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 the last inspection 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.

Staff 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 and risk assessments were reviewed to make sure these met people’s needs and reflected their wishes. A relative told us, “They are very understanding, very patient. They know [person’s name] likes and dislikes really well.”

Staff understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. A professional said, “We visit regularly have a good working relationship.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Information was available in a variety of formats and ways they could understand. Communication plans were in place. Care staff told us they had information about, and understood, people’s communication needs. We observed staff effectively supported people to fully express themselves. A relative said, “They communicate in a way [person’s name] understands.”

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result. People and relatives felt the registered manager and staff listened to them and acted on any concerns. When people raised a complaint the registered manager appropriately responded and resolved these. A person said, “I have no complaints but know if I needed to raise anything it would be sorted straight away.”

Staff made sure that people could access the care, support and treatment they needed when they needed it. 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. For example, staff completed training in equality and diversity to understand and reduce inequalities or prejudices that affected outcomes for people. The registered manager ensured peoples’ social and healthcare needs were fully considered and met.

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. Staff understood how to deliver this should it ever be needed and some had recently completed in-depth training in supporting people at the end of their life. A staff member said, “We always try to treat people like we would a loved family member so aim to provide the best care possible.”