Beech House

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

Responsive – this means we looked for evidence that the service met people’s needs. At our last inspection we rated this key question good. At this inspection the rating has remained good. This meant people’s needs were met through good organisation and delivery.

This service scored 71 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The service made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. People and those close to them were involved in the development of their personalised care and support that met their needs and reflected their preferences. One relative told us they were regularly asked for their opinion but were well aware it was the views of their family member which came first when writing their care plan.

The service understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. People were supported to access healthcare facilities without restriction. Information regarding their individual needs and preferences were recorded to form a continuous source of information to minimise the risk of disruption to care. One relative told us the staff and management team were great at sorting appointments and speaking up for their relative. They found this to be reassuring as they were themselves getting older and were struggling to do this. Staff understood the needs of autistic people and people with a learning disability and worked hard to ensure that typical barriers faced by people were removed or mitigated against.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People had individual assessments of their communication needs. Information was provided in a range of formats including, but not limited to, easy read, prerecorded audio information and large print. The provider met the requirements of the Accessible Information Standard.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result. Information about how to raise a concern and how to make a complaint was provided to people in ways that met their communication needs, for example in an easy-to-read format. People and relatives felt they were able to raise concerns and felt encouraged to speak up about things which mattered to them.

The service made sure that people could access the care, support and treatment they needed when they needed it. People were supported by a care provider who had a clear ethos for the service based on human rights, anti-discrimination and equity principles. Relatives confirmed their family members had equal access to services and were free from discrimination based on their protected characteristics.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. People were supported by staff who worked to ensure reasonable adjustments were in place for them to live a fulfilling life and participate in the running of their home.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life. People had individual plans in place for the future. When it was appropriate these included specific instructions regarding protected characteristics, for example religion.