City Gate House Also known as Head Office

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence. This is the first assessment for this service. This key question has been rated good. This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

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 involved people in assessing their needs. Information was presented to people in a way that they understood. Care plans stated the importance of giving people time to understand what was said to them and allowing them as much time as needed to respond. Health needs were assessed and a health professional told us the provider was responsive in addressing any changes to people’s health needs.

The provider planned and delivered people’s care and support with them, highlighting the things that were important to them. They did this in line with legislation and current evidence-based good practice and standards. Staff had knowledge of specific health needs relating to each person and knew the treatments they required and how to source specialist support if needed. The provider made modifications to the building for a person who used a wheelchair, demonstrating that they were able to adapt to the person’s changing needs.

The provider worked well across teams and services to support people. The provider supported people to live healthily and engaged with other relevant professionals to review and assess people’s needs on a regular basis. Changes to people’s care were incorporated into their care plans and shared with the staff team so they had the most up to date information on how to support each person.

The provider supported people to manage their health and wellbeing to maximise their independence, choice and control. Staff supported people to live healthier lives and where necessary worked with health professionals to maintain people’s health. Staff told us about the work they did with people to promote a healthy diet whilst acknowledging people’s right to make choices. They told us about the success they had with introducing more vegetables into a person’s diet following conversations with the person about why it was healthy for them.

The provider regularly monitored people’s care to ensure their wellbeing. The provider involved people in their care and reviewed all aspects of people’s lives with them. Outcomes for people were positive, and people were still able to do the things they wanted to do despite their needs changing. People were supported to engage in a range of meaningful activities. People’s care plans detailed what they liked to do, and staff gave people choice and offered alternatives it they wished to do something different.

People were able to consent to their care and treatment. They expressed their views about the support they wanted, and these were detailed in their care plans. People understood their rights around consent and the provider worked with them to make sure their views about their care were respected.