Newbus Middlesbrough

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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

Responsive – this means we looked for evidence that the service met people’s needs. This was the first inspection for this service. This key question has been rated good. This meant people’s needs were met through good organisation and delivery.

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.

People told us staff provided good person-centred care. People were placed at the centre of their care. People and their relatives confirmed they had been included in care planning and any changes needed were addressed by the management team. One relative said, “I first met (registered manager name) when (person) came out of hospital, he runs this service brilliantly. He pops in regularly whenever he is passing to check everything is ok.”

Staff were able to describe how they supported people individually because of the information they had recorded about the person in their care plans and from information gathered from relatives.

People told us they could access the services they wanted while being supported by staff, including GP’s. People said their individual needs were catered for and staff listened if their care needed to change.

Staff told us the service delivered flexible, good quality care to a range of people with diverse healthcare needs. One staff member said, “There is consistency (of staff) as most of the service users will complain if the carers are changed, so they try to have a certain number of carers attend to a service user, so they know them and there isn’t a lot of change. This is important as some people have dementia.”

External professionals told us, staff follow their guidance, and they had no concerns with the care being provided.

Processes were in place to confirm referrals to external professionals had taken place and records of this were kept.

People and their relatives said the organisation were good at providing information to them and communication was good.

Staff understood people’s different communication needs. Including those people who were visually impaired or had impaired hearing. Communication records supported staff to help people in the way they preferred.

Processes were in place to allow the service to provide a range of information to people, relatives and staff based on their recorded communication needs. This included in formats tailored to their health care needs when needed, including the ability to produce documents in braille or larger print.

The service provided opportunities for people and their relatives to be involved in the service. One relative said, “We had a questionnaire about the service recently asking us what we thought of it.” There were no complaints about the service but everyone we spoke with said any issues would be addressed by the staff or the management team.

Staff told us people knew how to complain if they needed to, and this was recorded in their records. The management team told us they often visited people in their homes to gather their views on the service and check on their health.

Processes, including policies and procedures, were in place to involve and listen to people and relatives. This included regular communication, complaints procedures and compliments procedures.

People told us staff ensured they could access the care, support and treatment they needed when they needed it.

Staff understood how to access particular health or social care support people might need.

Processes were in place to support equity of access for people, including arrangements for emergencies and out of hours support.

People were treated with fairness and equality by a diverse team of staff. One relative said, “I had an appointment yesterday and staff offered to come and sit with (person) during their lunch break while I went to my appointment. They are amazing like that.”

Staff were flexible in their approach to ensure positive outcomes. One staff member said, “You have to respect their views, interests and needs. Respect their gender, religion and sexuality and encourage other staff members to do the same.”

Processes were in place to ensure people had equal access to experiences and could achieve their outcomes. Equality and diversity policies and staff training was in place and up to date. The management team regularly reviewed people's care records to ensure outcomes were monitored and supported.

People felt that all their care needs were being addressed, including if a decline in their health should occur.

There was no person receiving end of life care during the assessment process. However, staff had worked with very unwell people and knew what to do should a person’s health deteriorate to a point where end of life care was required.

Processes, including policies and procedures were in place. The provider was in the process of ensuring all care plans fully recorded a person’s wishes in planning for the future, including if death occurred while under the care of staff.