Support for Living Limited - 246 Haymill Close

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 identified breaches of Regulation in relation to person-centred care. People did not always receive person-centred care. People's equality and diversity needs were not always well met. Information to support staff when communicating with people was not always detailed enough. However, some staff knew people well and could understand their needs. We did not assess all the quality statements within this key question. We used the ratings awarded at the last inspection to calculate the overall rating.

This service scored 61 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Relatives gave mixed feedback about people's experiences with 1 relative giving feedback the person spent most of their time 'relaxing' and sleeping. However, they said that they felt the staff were kind and the person was happy with this arrangement. Another relative explained that people's experience depended on which staff were working. They said, ''[Person] likes bubbly staff and some of the staff are great. But some are quieter and then there are down days and [person] sits and watches the staff.''

Staff told us they had undertaken training to understand about person-centred care. They knew the principles of this however, did not always know how to put this into practice because they followed set routines each day.

People did not always receive person-centred care. Staff sat with people in the lounge but did not initiate interactions with them. They did not use a range of communication techniques to offer people choices and engage with them. People spent most of the day sitting in the room with the television on. One person was offered an alternative of listening to music on an electronic tablet, but the staff could not locate their headphones, so this activity did not take place.

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.

Relatives told us they felt staff allowed people choices. However, sometimes they did not provide enough information to make informed choices. For example, when people expressed that they wanted to spend their day sleeping, staff did not offer alternatives or find ways to engage the person in an alternative activity.

Some staff knew people well and could understand them well. They told us about how they supported people to express themselves.

The staff had created communication profiles for people. These did not always give detailed information about individual needs and did not always assess or plan for different ways people communicated. For example, 1 person's communication profile recorded the interactions, which staff perceived as negative communication but did not have enough information about when the person was communicating a positive emotion. The interpretations people's communication without words were not detailed and therefore only provided staff with enough information to understand people's communication at a basic level.

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

People's equality needs were not always being met. One person had requested support to attend places of worship and with praying at home. This had not happened. The management team told us this was because they did not have enough staff with the same religious background to support this person. They told us they were trying to address this so the person could be supported. Other people's cultural and religious needs were met.

The staff and management team explained they looked at ways to help meet people's diversity and cultural needs including providing a range of culturally appropriate food.

The provider had procedures regarding equality and diversity. Staff undertook training to understand about how to meet people's diverse needs. The care planning documents for people emphasised the importance of supporting people with religious and cultural needs.

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