Care Support Bedford Branch Also known as Gordon Colling 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

As part of this assessment, we looked at 1 quality statement for the key question of responsive. This was equity in experiences and outcomes. People and relatives received regular opportunities to share their experience of the service to improve care outcomes

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.

We did not look at Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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.

Staff said they encouraged people to discuss their care both formally and informally on an ongoing basis. One staff member said, “We see the same people regularly. There is very good consistency, and we get to know people well. If something is not working effectively, we can identify the problem quite quickly because of how well we know them.” Another member of staff told us, “I know people are given surveys to complete so they can give their opinions about the service and their care and say what’s on their minds."

People and their families were fully involved in all aspects of their care and people felt consulted and valued. One person told us, “It’s my care and I say how it should be.” People told us they were regularly asked for their views about their care. One person said, “We have had meetings so we can put our views across." Another person told us, “We complete surveys and I always give them a 5. They are the best." One person had wanted to return to work. Staff had listened to them and supported them with steps to go back into employment.

Engaging with people and finding out their views took place in several different ways. People were asked to provide feedback via satisfaction surveys which we looked at and saw feedback. Records confirmed there were regular reviews of people's care where they were asked to have their say about the quality of their care. Effective communication systems were in place to ensure that staff were kept up to date with any changes to people's care and support systems to staff. They confirmed they had regular staff meetings and 1 to 1 meetings with a senior staff member. People were aware of the complaints procedure or who to contact in the scheme if they had concerns. One person told us, "If I had a complaint, I know who to speak to.” The complaints procedure was displayed in each scheme with information displayed encouraging people to share their views on the service. A copy of the complaint’s procedure was also issued in the information pack when a person began using the service.

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.