Beau House

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

Staff used person-centred planning tools and approaches to discuss and plan with people how to reach their goals and aspirations. Staff offered choices tailored to individual people using a communication method appropriate to that person. The service met the needs people using the service, including those with needs related to protected characteristics. For example, needs around sexual orientation, religious and cultural needs, and disability without feeling discriminated against. People were supported to understand their rights and explore meaningful relationships.

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 provided people with personalised and co-ordinated support in line with their communication, sensory, and support needs. Care plans were reflective of this. Staff discussed ways of ensuring people’s goals were meaningful and spent time with people understanding how they could be achieved.

Staff demonstrated a good understanding of people’s support needs and preferences. They told us they acted as 'keyworkers' for people which meant they were able to get to know people better.

We observed support in communal areas being provided in a person-centred, meaningful way.

People told us they received continuity of care from staff who were familiar with their individual care needs, preferences and daily routines.

Staff were familiar with the personalised care, preferences and daily routines of the people they regularly supported.

We did not receive any feedback from external health and social care professionals, however records seen indicate there were no concerns in this area.

Care plans were in place and these gave details about people's support needs and any external health and care providers involved in supporting people.

People told us they were provided with information that was presented in a way that was easy for them to understand.

Managers and staff confirmed they could supply people with information about the service in accessible formats as and when this was requested.

Since 2016 onwards all organisations that provide publicly funded adult social care are legally required to follow the Accessible Information Standard (AIS). The standard was introduced to make sure people are given information in a way they can understand. The standard applies to all people with a disability, impairment or sensory loss and in some circumstances to their carers. Staff ensured people had access to information in formats they could understand. Staff had good awareness, skills and understanding of individual communication needs, they knew how to facilitate communication and when people were trying to tell them something.

People told us the registered manager and staff sought their views about the care and support they received, and they would not hesitate to speak up.

Staff explained to people when and how their complaints would be addressed and resolved. Staff were committed to supporting people to provide feedback so they could ensure the service worked well for them.

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.

People could access the care, support and treatment they needed when they needed it.

Staff understood people had a right to receive equal access to health and care support, regardless of any disabilities.

People received care and support from staff according to their individual assessed needs and wishes. People had access to external health care and social care professionals as and when they needed them.

People told us they were supported by staff to have the same opportunity as others and received equal opportunities.

Staff understood people had a right to be treated equally and fairly. They understood that people had different religious and cultural needs and how they would support them in these areas.

People’s care plans contained information about their individual wishes and preferences in relation to how their social, cultural and spiritual needs should be met. Training records showed staff received equality and diversity training which helped them to understand discriminatory behaviours and practices.

None of the people were receiving end of life care at the time of the assessment.

Staff told us people’s wishes for their end-of-life care, including their spiritual and cultural wishes, were discussed as appropriate and recorded in their care plan.

Care records contained details about end of life wishes which included funeral wishes and any religious or cultural considerations to be aware of.