197 Bagnall Road

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

We assessed 7 quality statements in the responsive key question and found areas of good practice. Our rating for the key question is good. People were supported to understand their equality and human rights and how staff and managers would respect these. People were provided with care and support that was flexible and met their needs. Managers made sure staff were given appropriate training and supported to treat people equally and fairly and reduce the risk of them being excluded from receiving care and support they were entitled to. Managers used people’s feedback to improve care to reduce any barriers people might experience due to their protected characteristics.

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 did not have any concerns regarding their care being person-centred.

The staff and management team understood the importance of person-centred care and placing people at the heart of their care. The registered manager told us, “It is basically that we are providing care the way they want it, person-specific. People’s individual preferences are put into place. We recognise them as an individual.”

People told us care was joined up, flexible and supported choice. One person told us about the flexibility of the service around their appointments. They said, “I can change times of care or cancel.”

The management team had a good understanding of people’s diverse health and care needs and flexibility to meet people’s changing needs. The registered manager told us, “An assessment continues and that’s why care plans are updated, and people input into their care plan.”

We did not receive any concerns from partners.

People’s care plans reflected their diverse care needs and contained contact information for professionals involved in their care. Care plans did not always contain detailed information to clearly reflect their individual care needs.

People told us they had been provided with appropriate information about the service including contact numbers and how to raise a complaint.

The management team told us about ways they supported people to ensure they had received appropriate information. They said about one person supported with a visual impairment, “I read the information to them and asked if they were happy with it.”

People were provided with appropriate information and the provider made provision for providing information in alternative formats. Policy and procedures were in place to ensure information was managed in line with the general data protection regulations (GDPR).

People felt they were listened to and they could provide feedback or raise concerns about the care. One person told us, “They [provider] asked for feedback 2 or 3 months ago. They would act upon any concerns.” Another person told us, “I’d complain to the boss.”

Staff and the leadership team understood the importance of listening to people including supporting people’s right to make a complaint. The registered manager told us, “We all know people have the right to complain and there is a complaint form in there [care plan folder]. Carers are aware people have the right to complain about their care.”

The provider had a policy in place which was shared with people using the service to support them to raise a complaint. We reviewed documents which evidenced that people’s feedback was sought and reviewed.

People did not have any concerns about being supported to access the care, support and treatment they needed when they need it.

Staff gave us examples of how they supported people to access care when they needed it. One staff member told us about an incident of someone becoming unwell as a result of a medicine they had been prescribed, “I rang [Name] GP and told him what was happening, and I was instructed to pass the phone to [Name]. In the course of examinations, the GP came to the conclusion that they were reacting to the new prescription and they had to stop taking it and the GP would send a replacement.”

We did not receive any concerns from partners.

We reviewed records which evidenced that people were supported to access the care and treatment they needed at the time it was required. Staff had access to the management team through an on-call system for guidance and support regarding people’s immediate care needs.

People did not have any concerns about experiencing inequality in their care and support experience or outcomes.

The registered manager understood things that could create a barrier to people receiving the care, support and treatment they needed. They told us about an example, “One person there was an initial resistance due to their past experience of carers, we constantly reassured them, they were worried. It took a great deal for us to prove ourselves.”

The provider’s assessment process recorded information which could have been a barrier to care, support and treatment including background and culture, communication and previous experiences of care. Records were kept of when health professionals visited, and what advice they gave people. Staff then ensured this gave people positive outcomes. Staff monitored people’s daily wellbeing and recorded when their health had changed. This allowed staff to communicate with the person about their ill health, identify if external health or social care support was needed, and arrange this promptly.

People told us about how the provider had supported them to plan for the future. This included supporting people’s emotional wellbeing. One person said, “They [manager] have told me if you ever want to go out, we can take you out, just let us know.”

The provider gave us examples of how they considered and supported people's future plans, including planning for the near future, which included outings to support people’s emotional wellbeing.

People’s care planning detailed future planning which included end of life planning and advanced decisions. People’s care folders had copies of appropriate documentation including advance care wishes.