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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

People received care and support in accordance with their preferences, interests and diverse needs. Care plans were comprehensive and personalised. People were happy with the way staff cared for them. Care plans contained information about people's individual wishes, preferences, and how they wanted their care was to be delivered. The registered manager ensured people had an equal opportunity and were not treated differently or discriminated against because of their characteristics.

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.

People told us that they were supported to have an input of their support plans and risk assessments, and that they felt listened to regarding how they wanted to be supported. Relatives also told us that they were involved in putting people’s support plans together and reviewing risks. Relatives said staff always informed them if there were any changes in their family member’s needs.

Staff told us that people received care and support that was personalised and responsive to their individual needs. This also took full account of people’s background, history and personal circumstances.

We saw that support plans were written in a person-centred way and that pictures were used when it was appropriate. The provider was in the process of setting up an online system which also gave access to relatives if this was appropriate to do and that people agreed this to be shared. We found support plans had been reviewed and provided staff with detailed guidance about the individual care and support needs of the person. We looked at the care records of people who used the service and found them to contain sufficient information about the care and support people needed. This helped to ensure staff met people’s needs.

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.

People and their relative mentioned that staff treated people equally regardless of their abilities, lifestyle and beliefs.

Staff told us they ensured people had equal opportunities, regardless of their abilities, their background or their lifestyle. They knew what people’s beliefs and cultural needs were and ensured these were met. People received care and support that was tailored to their individual needs.

Staff were aware of the needs and preferences of people and had built up good relationships with them. They were able to give us examples of people’s likes and dislikes.

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.