Yarrow Housing Limited - 1-2 Elmfield Way

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 our last inspection we rated this key question good. At this inspection the rating has remained good. This meant people’s needs were met through good organisation and delivery.

People received a personalised service and were able to access any external resources they needed without barriers or delays. Staff used person-centred planning tools and approaches to discuss and plan with people how to reach their goals and aspirations. People, and those important to them, could raise concerns and complaints easily and staff supported them to do so. Staff explained to people when and how their complaints would be addressed/ resolved. The service treated all concerns and complaints seriously, investigated them and learned lessons from the results, sharing the learning with the whole team and the wider service. Staff were committed to supporting people to provide feedback so they could ensure the service worked well for them.

We did not assess all the quality statements within this key question, as we did not identify concerns relating to those areas which we judged as being met at our last inspection.

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.

One person told us the care and support staff provided met their needs in the way they wanted. They also told us they were fully involved in planning their care and support and brought their care plan for us to look at.

People’s relatives also confirmed the care and support provided was very much centred around their loved ones’ individual wants and needs.

Staff and the management team explained that person centred care and treating people as individuals was at the centre of everything they did. They knew people well and demonstrated a good understanding of how each person liked to be supported.

We saw that staff were kind and patient and treated people as individuals. We observed the way in which staff provided support to people reflected information we read in people’s care plans and needs assessments.

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.

One person told us they were involved in making decisions about the service. They said staff always listened to them and responded appropriately. This person also told us that, if they had a complaint, they knew it would be dealt with properly.

One person’s relative told us, “If I had a complaint, I’d say easily. I get a newsletter once a week. Monday to Sunday. It tells me what [name] has been doing, like going to the park. It’s really helpful, because then I can talk to [name] about it. They send questionnaires about twice a year and I do fill them in. I also get them when I visit.”

Staff and the management team told us they understood the importance of making sure people living in the home and their families felt involved in their care and support. They said if a complaint was made it was listened to, taken seriously and investigated. They said the person making the complaint was also updated and provided with an outcome.

The provider had effective systems and processes in place, which helped ensure people knew how to give feedback about the care and support they received. This included knowing how to make a complaint or raise any concerns or issues. There were regular meetings for staff, people living in the home and their families. These meetings provided opportunities for people to share their views and discuss any issues or changes with the service. Learning from complaints and concerns was seen as an improvement opportunity for the service.

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.

One person told us they were supported to be able to do the things they wanted to and did not feel their disability caused them any disadvantage. People’s relatives said they felt their loved ones’ human rights were upheld and they were treated equitably.

Staff and the management team told us they made sure the people they supported were treated fairly and equally and without discrimination. They said people were helped to understand their rights and would be listened to if they felt they were being discriminated against in any way. Staff and the management team said that people’s feedback and staff awareness helped ensure people were able to live the lives they chose and have their needs met in the way they wanted. Staff gave examples of how they made sure people could access any services, resources or additional support when they needed it.

The service had effective processes and systems in place to help ensure people were able to access the resources they needed and live their lives as they chose, without discrimination.

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.