Star Road Respite Service

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

The service was responsive. People received personalised care which met their needs and reflected their choices. People's diverse needs were respected, planned for and met. We did not assess all the quality statements within this key question. We did not identify concerns relating to these areas which we judged as being met at our last inspection.

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 using the service and their relatives told us they were cared for in a way which met their needs and reflected their preferences. Some of their comments included, ''[Person] is so excited and looks happy to go there'', ''The staff are excellent and accommodate [person's] needs'', ''The service is person-centred'' and ''I am totally happy with the plans and if anything needs changing, we can talk about it.''

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.

The staff were able to tell us how they had undertaken training to communicate in different ways. They got to know individual people and used different techniques to enhance communication.

People's relatives told us the provider supplied information in an accessible way for people. They explained staff understood how to communicate with people who did not use words. Their comments included, ''They are able to communicate well and understand [person's] communication'' and ''[Person's] communication needs are completely met at Star Road.''

People's individual communication needs were recorded in their care plans. Information about the service, different procedures and people's care plans was provided in alternative formats for people who wanted and needed this.

The provider had a range of different ways for people to be involved and feedback about their care. They were working with others to create advocacy groups where people could talk about the service, their feelings, and their needs. They had also introduced a 'suggestion box' which could be used to give oral and written feedback. Minutes of the advocacy group meetings showed people had used these to share their experiences and ask for information. They received feedback on changes the provider had made in response to previous feedback.

People and their relatives told us the provider and staff listened to and involved them where possible. Their comments included, ''Staff have taken the time to understand [person] and know how to involve [them]'' and ''[Person] does not use words to communicate but we always feel [they are] listened to.'' Relatives told us there were meetings and coffee mornings where they received information and could give feedback about their experiences. Some relatives explained they used to have more written information at the end of each visit, and they would like this to be introduced again so they knew how people had spent their time during a stay. Following our site visit, the registered manager told us they had met with families and agreed to send written information about people’s experiences at the end of each person's stay.

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's individual diverse needs were met. People and their relatives told us their cultural needs, religion and other individual needs were respected.

The provider had systems to help support people using the service and staff with their diverse needs. For staff, reasonable adjustments were made to help them celebrate their culture and observe religious practices. Staff undertook training in equality and diversity. The provider supported staff with a wide range of information about different diversity needs. The organisation celebrated festivals, important cultural days, Gay Pride and events which were important to people using the service and staff. The provider supported people to develop relationships and have opportunities to be with one another. The provider supported people with a wide range of different abilities and needs, including sensory needs. They supplied information in different formats and recruited staff who spoke a range of languages, including sign languages. Staff recruitment processes were based on selecting staff who represented the organisation's values which included working together inclusively. The provider's strategic plan included their aim for equality, diversity and inclusion to be central to culture and practice.

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.