HF Trust Hythe

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.

The management and staff team made sure people were at the centre of their care and treatment choices. The service decided in partnership with people how to respond to any relevant changes in people’s needs. People were provided with consistency and continuity of care from staff they knew. People were supported to maintain and develop relationships with people that mattered to them. Documents were available in accessible formats to meet people’s individual needs. People were given opportunities to raise concerns and to make suggestions however, records were not always clear whether any action had been taken as a result.

This service scored 68 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People’s care records were personalised to their individual needs and preferences. People were involved in the planning, development and review of their care. People told us and relatives confirmed staff supported them to maintain relationships with people that mattered to them and participated in a range of activities and hobbies.

One person had reasonable adjustments made to their kitchen to enable them to play an active role in preparing their meals to meet their needs. People were supported to take part in tenant meetings where any suggestions or concerns were raised about the house they were living in.

Staff had a good knowledge of what was meant by person-centred care. They interacted with people to promote their well-being and ensure they were at the centre of their care. People were at ease in staff’s company and staff demonstrated they knew people well.

People told us they knew the staff supporting them. This provided people with consistency and continuity of care. Rotas were clear and showed people received their commissioned hours of support.

Staff knew people’s care and support needs and where required had worked alongside healthcare professionals to ensure guidance was available to staff. This ensured people’s needs continued to be met. There were processes to ensure people had access to healthcare services. Staff ensured people were accompanied to appointments, made a record of the outcome and updated people’s care plans as appropriate.

People, if required had access to easy read information using short sentences and photographs for important aspects of their care. This included people’s routines, how to make a complaint and about people’s individual health care needs. People also had photographs of the buildings they needed to attend to see healthcare professionals such as their doctor, dentist or optician. This helped people to understand where they were going to when they attended appointments.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Staff gave an example of how they had worked with the family members of a person to purchase a communication aid which the person used on a regular basis.

There was some inconsistency in how people’s feedback was managed. Systems were in place for people to provide feedback however, this did not always achieve the desired outcome or result in action.

People had regular opportunities to raise any concerns or to make suggestions about their life or home. People had regular keyworker meetings where they had opportunities to talk about all aspects of their care, things they wanted to do and if they had any concerns or complaints. People also had tenant’s meetings to discuss their home with other people who lived there. At these meetings people had shared ideas about some changes they would like to happen. But there was no information at the next tenants meeting as to whether these changes had been agreed or not.

The manager had positively involved people from one of the supported living services in a meeting with their landlord to discuss the environment. This person pointed out to the landlord all the aspects of their home that needed repairing or decorating.

People received flexible care and support that enabled them to continue to access their hobbies and interests such as, swimming, horse riding and the gym. People were supported to continue to access places of worship such as, the local church.

Staff understood the needs of autistic people and people with a learning disability and worked hard to ensure that typical barriers faced by people were removed or mitigated against. The service was working with a community team to ensure that more staff were trained in a specific health care designated task to enable staff to administer the persons’ insulin.

There were no barriers to people with a learning disability or autism being referred or admitted to the service. People’s needs were assessed before moving into the service. People would only not be admitted if the manager thought staff did not have the appropriate skills to provide safe care to an individual.

Formal reviews of peoples’ care took place and included their health care, social care and well-being.

The provider had gained feedback from people who used the service however, records were not clear that action had been taken as a result of feedback. Relatives’ meetings had been held, and staff were being consulted with during our assessment process to gain their feedback.

Staff had been trained and followed the providers’ policy and procedure in relation to equality and diversity.

Most people were supported to plan for their future by setting goals based on their dreams and aspirations. The provider was working towards ensuring everyone had long term goals. Each goal was broken down into smaller steps that people needed to complete to get to their long term.

People had also been consulted about what support they required if their health deteriorated. End of life plans varied in detail with some focusing on a person’s funeral and others on all aspects of health deterioration. However, all plans included what was important to people such as belongings and music that could be shared with people if their health deteriorated or at the end of their lives.