Tavistock Court

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. As part of this assessment, we looked at 1 quality statement for the key question of responsive. This was equity in experiences and outcomes. People knew how to give feedback about their care and were able to raise any concerns or issues. People and their family felt confident that any complaints would be listened to and taken seriously.

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.

We did not look at Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

Staff and leaders actively listened to information about people and tailored their care, support and treatment in response to this. The service encouraged feedback and involvement from people and their relatives to improve care outcomes. One person told us, “We are asked to complete a questionnaire about how satisfied we are with our care. To be honest I wish [housing provider] would send us a questionnaire as I don’t have any worries about my care, but I do about the accommodation. The care is great, and I gave them top marks.” Another person commented, “We are always asked if we are happy with our care. I think the carers are fantastic and go out of their way to make sure we are happy.” People knew how to make a complaint and had guidance on who to contact if they wanted to raise concerns. One person told us they had raised a small concern recently and it had been dealt with swiftly and to their satisfaction.

Staff said they encouraged people to discuss their care both formally and informally on an ongoing basis. One staff member said, “We encourage residents to speak up about their care if they are not happy or if they want to change anything.” The management team told us there were different forums for people to raise concerns or give their views about their care. For example, there were regular reviews of people’s care, satisfaction questionnaires, spot checks where people were asked for feedback and the complaints procedure which people could use to raise any concerns.

Records confirmed that engaging with people and finding out their views took place in several different ways. Records confirmed there were regular reviews of people's care where they were asked to have their say about the quality of their care. People were asked to provide feedback via satisfaction surveys, and we looked at the results from the most current surveys and saw positive feedback had been given. Effective communication systems were in place to ensure that staff were kept up to date with any changes to people's care and support systems to staff. They confirmed they had regular staff meetings and 1 to 1 meetings with a senior staff member. There was a complaints procedure in place which had been provided to everyone using the service. The complaints procedure was included in the service user guide encouraging people to share their views on the service.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.