Mill Hayes

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

We assessed a limited number of quality statements in the responsive key question and found areas of good practice and some areas of concern. The scores for these areas have been combined with scores based on the rating from the last inspection, which was good. At this assessment the rating has remained good. This meant people accessed care in ways that met their personal circumstances and protected equality characteristics. People told us they were involved in their care planning and future goals. However, care plans did not record how and when these goals would be expected to be achieved. People told us how staff supported them to maintain relationships and how staff encouraged them to express their sexuality. People told us about recent activities they had enjoyed. However, where people chose to spend time alone in their bedrooms, daily records did not always record the interactions or attempts from staff to engage with people.

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 told us they received person centred care. One person told us how they were being supported to attend a ‘pride event’ on the following day. They were looking forward to this event. Pride is an event celebrating the lesbian, gay, bisexual, and transgender (LGBT) community.

Staff told us the culture was person centred. One staff member told us how 1 person’s wellbeing had improved dramatically. They explained how the person was at first reluctant to engage in activities, but now the person regularly accompanied staff on activities into the community.

People received person-centred care. We observed people being supported on a 1:1 staffing basis and engaging in activities of their choosing. We observed people discussing their relationships with staff and being supported appropriately.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

People told us who they would go to if they wanted to talk or raise concerns. We observed staff adapting their conversation to meet the communication ability of people. Relatives told us they felt involved with the service. One relative said, “I have not raised any concerns. Although, I know where to go and who to speak to if I had concerns.”

Staff told us how to communicate effectively with people. We observed staff asking for people’s consent before providing support and asking people about their choices and preferences. Staff told us they carried out key working sessions with people to gather their views and opinions.

We reviewed minutes of key working sessions where people discussed activities and future goals and wishes. However, where people spent prolonged periods of time in their bedrooms, records did not always reflect what activities or interaction was offered by staff to engage with the person.

People told us they received visits from visiting professionals such as doctors and nurses. Relatives told us "[My family member] has regular check-ups. Staff recently rang me to review [my family member's] care and discuss their medicines."

Staff told us they supported people to access health services as and when required. During day 2 of the site visit, 1 staff member used an innovative method to support a person who was anxious about having a procedure carried out by a visiting professional. This method gave the person assurance and confidence to proceed.

Visiting professionals told us the provider did not always follow recommendations from health professionals. We reviewed this feedback and confirmed the person had since been reassessed by the relevant health professional and the provider supported the person in accordance with the health professional’s advice. However, the care plan needed to be updated to reflect this.

Records showed people had access to health professionals when needed. Although care plans were not always kept updated with their recommendations.

People told us they could choose their own activities. We observed staff encouraging people to try new activities but ultimately respecting their decision.

Staff told us they tried to encourage people to try new hobbies and gain new experiences. However, some people declined and preferred to engage in familiar activities. One person recently tried a new activity, however, this was not risk assessed accordingly. The manager responded to our feedback and completed the relevant risk assessment.

Care plans recorded people’s hobbies and interests. Some people regularly engaged in community events and new experiences. However, daily recordings were often brief, risk assessments were not always completed and where they were completed, they often lacked detail about how staff were to support the person safely.

People told us about their aspirations, dreams and goals. One person told us about attending a recent event which they greatly enjoyed. Another person said they were learning to drive. A further person told us about their new relationship with a person from the community. We observed staff discussing people's goals with them.

Staff told us about people’s goals and future plans. However, there were no clear target dates for these to be achieved.

Care plans contained some future goals and plans for people. However, these were often brief and there was a lack of detail regarding how these were to be achieved and by when. For example, 1 person identified a place they would like to work and specified the hours they were willing to commit. The care plan documented staff were to contact potential work placements to discover whether this was possible. Although, there were no dates or follow on actions recorded. The manager shared the provider’s action plan, this included work planned around recording people's goals.