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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

Staff had a good understanding of people’s care and support needs, which was confirmed by people and their relatives. People and relatives were involved in their care and the service was centered around the people in their care. The provider worked in partnership with other key stakeholders. The service complied with the Accessible Information Standard by meeting people’s information and communication needs. The provider had processes in place which enabled them to continuously seek feedback from people.

This service scored 79 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People received care that was extremely personal to them. Everyone had a staff team who they had been able to get to know and trust. The person-centred approach had led to reductions in medicines and staffing ratios for people. It had also enabled people to have increased social opportunities.

Staff told us person centred care is, “Care centred to the individual based on what they need and want. Every individual is different” and “Care focused on [person], on [persons] personal care, medication, it’s all the about [person]”. Staff told us they had enough time to deliver person-centred care in an unrushed and patient manner that met people’s needs. They gave examples of how the care they deliver is person centred. The registered manager told us, “People have core teams of staff. This is because sending in people who don't know the client means they can't deliver a person centred approach. Our main goal is a core team to deliver a personal service to that client.”

People were positive about receiving continued care based on their needs.

Staff told us they knew how to escalate any changes in people's needs to ensure referrals were made to the relevant health professionals.

A professional told us about how due to staff working consistently with the person they support; the persons world has increased, and their anxiety has appeared to lesson.

The service had a process in place for making referrals to and working alongside other services to support people's needs. We saw evidence of this.

People and their relatives did not share any concerns in relation to how staff communicated with them. People were communicated with in their preferred format. One relative told us, “It takes time to get to know [relatives] words. Staff now know [relative] well.” We also observed staff communicating with 1 person using a computer.

Staff were aware of people’s communication needs. They provided us with examples of how they communicated with people and how they tailored their communication style to suit people’s needs, situations and disposition.

The service complied with the Accessible Information Standard by meeting people’s information and communication needs. People’s communication needs were assessed and considered part of the care planning.

The service involved and listened to people and their relatives. People and their families told us that when they raised concerns and complaints these were listened and responded to. Relatives told us, “Anything I have flagged they have taken action” and “They are like a breath of fresh air, very client centred and communicative. They are open and I can pick up the phone anytime with any queries. Whatever topic needs addressing they listen, we may not always agree but we come to a conclusion.”

Staff and the management team told us that regular contact was made with people which also involved gaining feedback about their care.

There were process in place to gain feedback from people. The service had a system in place for people to raise concerns and complaints.

People and their relatives did not share any concerns in relation to this area.

Staff and the registered manager talked to us about the action they took and would take if people required support and treatment from healthcare professionals.

One professional working with the service told us when they visited the service they witnessed carers interact with the person in a completely person centred and individualistic manner and the person seemed really engaged, calm & happy with the environment and with those sharing it.

The service told us they had systems in place which enabled equal access to care for everyone. This included access to emergency unplanned care as well as arrangements for out of hours access.

People were supported by a small staff team who knew them well and ensured their care was personalised to their individual needs. This enabled people to communicate their wishes and preferences to ensure equity in experiences and outcomes.

Staff gave examples of how they supported people to ensure equity in experiences and outcomes.

People were able to access the care, support and treatment they needed when they needed it. When people’s health or needs deteriorated, staff acted promptly and sought medical advice when needed. We were provided with examples of this. The service supported people to attend appointments if needed.

People were supported to plan for the future and achieved positive outcomes whilst being supported by the service. One person told us about their future aspirations which included voluntary work, and how staff were supporting them with these. For another person, due to the positive relationships developed with staff, the person had experienced improvements in their overall wellbeing and had started to plan positively for their future.'

The registered manager told us, “We are keen on teaching life skills, promoting independence, people experiencing the world and strive for independence, process and outcomes, we like everyone to have outcomes, it gives everyone something to work towards.” The field supervisor explained to us how they had plans to approach end of life support with people and families. They explained how they would work with families to best support people as per people’s and their families’ wishes and respect that.

There were processes in place to support people to plan for the future. Support focused on people’s quality of life outcomes. People’s outcomes were regularly monitored and adapted as a person went through their life. At the time of the assessment the service was not supporting anyone at end of life. A process was in place as explained by the field supervisor.