The Restored House Ltd

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.

This is the first assessment for this newly registered service. This key question has been rated 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 choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

People’s care records demonstrated they were involved in planning and making shared decisions about their care and that they experienced personalised care and support. People’s needs were regularly reviewed to ensure care was tailored to their individual needs.

A relative confirmed, “Staff know Mum’s needs and are great at noticing things about Mum and acting on it."

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.

People’s care was delivered in a way which met their assessed needs. People received well-coordinated and consistent care from staff who knew them well. Any advice from external health professionals was followed by staff. A relative described how staff supported their loved one to attend external health appointments.

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

People received information and advice which was accurate, up-to-date and provided in a way they understood, and which met their communication needs. For example, we observed the use of pictorial images in people’s care plans to make them easier for people to understand.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care and support. Staff involved people in decisions about their care and told them what had changed as a result.

Feedback from staff and the registered manager confirmed they actively listened to and involved people.

A complaints procedure and policy were in place. We saw how the provider responded to and acted on complaints, and put in actions to help minimise the risk of any recurrence. A relative told us, “I feel confident to speak up and make a complaint if I had to and I feel confident that something would be done."

The provider made sure that people could access the care, support and treatment they needed when they needed it.

Processes were in place to ensure people did not experience any barriers in accessing the care and support they required. People’s care records evidenced where people had accessed care from external agencies. We saw examples of where staff had worked alongside external agencies to ensure people received the most appropriate care and treatment to meet their needs.

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.

Processes were in place to help ensure people’s care, treatment and support promoted equality, removed barriers and protected their rights. Electronic care planning meant people’s care plans and profiles could be shared across a multidisciplinary team where appropriate. This helped people access the most appropriate care and support for them.

The registered manager explained how people’s conditions did not act as a barrier in them doing the things they wanted to do. The registered manager told us, “We make sure we support people to keep doing the activities they have always done, despite any change in their needs or ability. We give people the freedom and choice to do what they love doing."

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.

People were supported to make decisions about their future care. The registered manager confirmed this information was managed sensitively so that people had a comfortable and dignified death.

Staff worked alongside external health professionals to ensure people received appropriate and compassionate end of life care and support. One member of staff told us, “Recently we received very positive feedback from the district nurses we worked alongside whilst supporting a person with their end-of-life care."