Blackburn (Florence House)

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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

Responsive- This means we looked for evidence that the service met people’s needs. For this key question we assessed the quality statements relating to; person-centred care and equity in experiences and outcomes. People were supported with their care needs though not all people and relatives had been involved in care planning and reviews. Staff understood people’s needs and how to access the information to support them in their care. Policy and guidance was available to support people with decision making. Care plans had been developed and were available for the staff team on the electronic system. Staff responded to changes in people’s needs. The registered manager discussed actions taken to address a concern raised by two people during our observations.

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 received care according to their needs though because of their limited involvement in development of care plans and reviews, we could not be assured people were receiving truly person-centred care.

Staff and leaders understood people’s needs and the measures in place to ensure they delivered care appropriate to them. Staff knew how to access people’s care records and told us they were updated to reflect people’s individual needs. They said, “I am a key worker to [person]. This involves checking up on [person], supporting [person] and update the care plan” and, “People and relatives are involved in reviews of care.”

We observed people undertaking a range of activities and tasks during the assessment, staff supported people to meet their needs and choices.

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’s rights were protected, their needs supported and understood. Staff mostly listened to people and supported their rights. Two people discussed a concern during our observations and the management did not offer reassurance or support when advised of the concern raised.

Staff were seen engaging and listening to people with kindness and compassion. They demonstrated an understanding of their diverse needs. One staff member told us, “We take an interest, listen and involve people in tasks.” Staff told us about the variety of activities people were engaged and supported with. The management team understood people’s needs. However, we discussed the actions a member of the management took in responding to a concern by two people during our observations. They provided further information in relation to the actions they had taken as a result of the feedback.

Care plans and assessments of people’s needs had been developed in the electronic system. Information included how to support people’s individual and diverse needs. We saw consideration had been made to people’s beliefs and religion where this was important to them. Policy and guidance was available including human rights, to advise and support staff in care delivery.

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.