Quay Court Care Centre

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 75 (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 received personalised care and support specific to their needs, preferences and routines. People's care plans reflected individual needs with clear guidance for staff to follow to ensure person centred care. People's care plans were regularly updated to reflect people's changing needs. One person told us, “They know me well”.

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. The provider had systems in place to ensure they captured the diverse needs and wishes of people. These were recorded in people’s care records and where appropriate shared with other healthcare services to promote inclusive care and continuity.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The provider complied with Accessible Information Standards by identifying, recording, flagging, sharing and meeting the information and communication needs of people with a disability or sensory loss. People had communication needs assessments completed as part of the care planning process. For example, some care plans guided staff to speak slowly and allow time for the person to respond. Information was accessible to people in different formats.

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. The registered manager took complaints seriously, investigated and provided a timely response. All complaints were dealt with in line with the providers complaints procedures. People and relatives told us they knew how to make a complaint. The service involved people, their families and friends in a meaningful way. People and their relatives had opportunities to provide feedback through surveys and an open door policy. The information gathered was used to improve the service.

The service made sure that people could access the care, support and treatment they needed when they needed it. The service made sure that people could access the care, support and treatment they needed when they needed it. All those we spoke with told us they were promptly referred to healthcare services and outside support if it was needed.

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. The registered manager, provider and staff advocated on behalf of people to ensure they had access to services that matched their individual care needs. People and their relatives told us they were confident to speak with staff and the leadership team about things which mattered to them and impacted on their health and wellbeing.

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 of care which were personal to them and included their future wishes contained treatment plans and where they would like to receive care.