The Paddocks

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• 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

We assessed all seven quality statements relating to this key question, these were in relation to: person centred care, care provision, integration, and continuity, providing information, listening to and involving people, equity in access, equity in experiences and outcomes and planning for the future. People now received person-centred care that was tailored to meet their individual needs preferences and choices. Care plans were detailed and guided staff about people’s needs and how to meet them. People, relatives and staff were asked for feedback from the service and actions were taken following feedback. People were supported to appointments and activities in a way that meets their needs and preferences.

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.

Feedback from relatives and others involved in people’s lives confirmed people received person centred care and were involved in people’s care planning and decisions.

The registered manager said they ensured person-centred care for people by checking and reviewing care plans with people and their relatives or advocates. Staff provided multiple examples about how people were supported in a person- centred way including how a person had been supported to develop their confidence around going out of the home. This person was now enjoying different activities outside of the home.

We observed people were supported in a person-centred way. For example, one person chose to start their day in the afternoon. Staff supported the person with their routine around this.

Relatives said the home worked well with health professionals, one relative said, “they seem to be on the ball with this, the registered manager always contacts the GP and lets me know about this.”

The registered manager and staff confirmed they had good working relationships with health professionals. Staff said health professionals visit people in the home or people were supported by staff to appointments when needed.

One partner said the registered manager and team supported a person around their health care appointments, follow the health care professional guidelines they had implemented, and they work together as a team.

There were systems to ensure people’s care and support is well coordinated. For example, people’s care planning information was updated following health appointments and staff were made aware of new guidance. People and their relatives were informed of appointments and changes.

One person’s representative fed back their experience around providing information. "I have only been at the home once when meals were being served. During this time, I saw staff showing pictures of food choices to help people choose, have seen menus displayed within the home and staff were seen eating with service users in the dining room."

The registered manager confirmed their awareness of Accessible Information Standard (AIS) and said staff supported people to understand information using different ways, including flash cards, objects of reference and social stories. One staff member confirmed how they used pictures to help people understand information.

There were systems to help people understand information. For example, the service had a folder of easy reads and social stories in line with the service’s AIS policy. Staff received General Data Protection Regulation (GDPR) training, and the registered manager ensured personal information was stored securely in the service.

Relatives confirmed they were involved in their relative’s lives and the service was responsive to their feedback.

The registered manager said they now regularly seek feedback from families through feedback surveys. The registered manager said the service had changed the menus following feedback from people and relatives were involved in the development of the new menu. One staff member said they hold residents’ meetings monthly where people feedback.

There were processes to gain feedback from people and actions were taken as a result. For example, relative meetings and relative surveys had taken place throughout the year and service user meetings had taken place.

Relatives confirmed the service made reasonable adjustments to ensure their relatives needs were met.

The registered manager explained how reasonable adjustments were made with the GP surgery for a person to attend appointments to reduce risk of distress for a person waiting in the surgery. The registered manager said “We sit in the car outside the surgery and wait, [person’s name] is happy sitting in the car. The surgery will ring when it is time for their appointment and the person is able to go straight into the consultation room.”

One partner said, “the service put the client’s needs first and are responsive to their client’s communication, they take the client swimming and do this as often as they are able to.”

The service made sure people could access the care support and treatment when they needed it. Processes were in place to support people with accessing appointments and other places important to them. For example, there was an arrangement with a person’s GP surgery to help the person feel happier about attending health appointments.

One relative said, “I think the home shows it promotes equality and diversity in a number of ways including photos of meals to encourage people to make choices, there is regular involvement in the community, people go for meals out.”

The registered manager said they check staff understanding about discrimination and equality during supervisions with staff. Staff confirmed their understanding of the Equality Act and said they had received training about it.

People’s care, treatment and support promoted equality, removed barriers or delays and protected their rights. There were policies to protect people, and staff were made aware of these policies. Staff have received equality, diversity, and inclusion training in line with the organisation’s training requirements.

Relatives said they were involved in decisions about people’s future. Care planning meetings were held regularly with relatives and advocates.

Leaders explained about the building changes that were being made to ensure a person could continue to live there in the event of their needs changing. The registered manager said they had end of life conversations with people and their activity coordinator had held ‘goals dreams and aspirations’ conversations with people. The registered manager said decisions were made with people and their relatives’ during people’s annual reviews. The registered manager said, “people had made huge achievements since living in the home, for example one person had gained confidence is doing more activities outside of the home.”

There were processes to help people make decisions about the future and plan, including annual reviews and record keeping. People were given opportunities to discuss their end-of-life care. Accessible information was available to help people make decisions about the future.