Castlewood 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

Responsive - we rated this key question as good. People were at the centre of how their care was planned and delivered. People could access care in ways that met their personal circumstances and protected equality characteristics. People received information in a format they could understand. Their views and opinions were listened to by staff and leaders. The service scored 64 (out of 100) for this area.

This service scored 61 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

At our last inspection we recommended the provider reviews people's care records to ensure they contain sufficient details of people's preferences and choices. The provider had made improvements in this area. Care plans gave a person-centred profile of the person. People were assessed before they used the service to ensure their needs and preferences were identified and could be met. People's care records included information about their preferences and wishes for their support. Care plans were personalised to the individual and recorded details about each person's specific needs and how they liked to be supported. However, we did make a recommendation about exploring people's equality needs further, as detailed in the Effective section. People and relatives felt involved in the development and reviewing their care plans. Care plans also covered people’s interests, hobbies, communication abilities and relationships. Other details included the person’s background, their physical and mental health needs, and things that were important to them. People had a daily activity plan and we saw they were supported with their interests such as swimming, football and other sports, day trips, playing computer games, eating out and arts and crafts. Care plans were reviewed and updated with changes to people’s preferences or health. Staff told us they communicated with each other to ensure people received the support they needed.

The provider told us they had systems and processes in place to ensure that the care provided to people was individual and person centred. Staff told us and we saw evidence of people, and their relatives, being involved in the initial stages of the development of their care plan.

Leaders and staff told us training had been undertaken to further promote and value equality and diversity. This included understanding people's disabilities and challenging discrimination of people with learning disabilities or autistic people. Leaders showed they had compassion towards people and had made efforts to break down barriers to provide the level of support needed. For example, they demonstrated to partners their commitment for joined-up, flexible working that supported choice and continuity by visiting people in other parts of the country to carry out assessments if there was a plan for them to move to a service in London. Staff told us they respected people as individuals and understood people's diverse needs. They said They completed records were electronic, but some people continued to have paper copies of their support plan and associated documents to make it easier for them. This included how make a complaint or report abuse. Leaders analysed all feedback people provided and identified any patterns or trends. People were informed in writing of the outcomes from the surveys they had completed and any other analysis. This included the work leaders had undertaken to improve the safe management of the service. Records showed all concerns were fully documented

The provider followed processes to make sure people had fair and equal access to provisions such as being registered with a GP. We saw that people were taken for blood tests, and other health check ups such as monitoring their weight. This helped the service monitor people's health, nutrition and wellbeing. Daily notes were completed which gave an overview of the care people had received and captured any changes in people's health and wellbeing. This ensured all staff members were aware of any changes to people’s health conditions and direct them to the appropriate health care professionals such as doctors, dentists and community health and learning disability teams.

Information and documents, which informed people about the service was available in other formats, to better meet people's needs. People and their relatives were given opportunities to provide feedback about their experiences of the service and were provided a range of accessible ways to do this such as regular phone calls, visits and video calls with the management team, as well as in paper formats such as questionnaires.

Staff and leaders told us they followed the person’s communication plan. Staff used images, sign language and gestures such as shaking hands and tapping shoulders to help people communicate their needs and make daily decisions, such as what they wanted to eat or what they wanted to wear.

Meeting people’s communication needs: Since 2016 all organisations that provide publicly funded adult social care are legally required to follow the Accessible Information Standard. The Accessible Information Standard tells organisations what they have to do to help ensure people with a disability or sensory loss, and in some circumstances, their carers, get information in a way they can understand it. It also says that people should get the support they need in relation to communication. Care plans contained information about people’s communication needs. Documentation could be produced in accessible formats, such as pictorial and large print for people who required this. The provider evidenced examples with us of how they had produced accessible information for people. These included easy read versions of people's individual tenancy agreements and medicine arrangements.

People and their relatives had access to complaint procedures. They were able to share feedback and ideas or raise complaints about their care, treatment and support. They felt involved in the service and could confidently approach the management team to discuss things that had changed following feedback or concerns that had been raised.

Staff told us and we saw evidence of action taken to resolve complaints and incidents in a timely way and in accordance with procedures.

Concerns and complaints were investigated and recorded. There was evidence of action taken to resolve any issues and reduce the risk of reoccurrence. Lessons learned were discussed at team meetings to help continuous improvement of the service.

People had access to the care, support and treatment they need when they need it. Staff told us and records showed people were supported to attend health appointments. Records showed people were supported to access services to meet their healthcare needs. Staff told us people's rights were promoted and they listened to people's views about the service.

The provider followed processes to make sure people had fair and equal access to provisions such as being registered with a GP. We saw that people were taken for blood tests, and other health check ups such as monitoring their weight. This helped the service monitor people's health, nutrition and wellbeing. Daily notes were completed which gave an overview of the care people had received and captured any changes in people's health and wellbeing. This ensured all staff members were aware of any changes to people’s health conditions and direct them to the appropriate health care professionals such as doctors, dentists and community health and learning disability teams.

The management team told us people were assessed before they used the service to ensure their needs and preferences were identified and could be met. Assessments of people’s diverse needs were discussed prior to using the service. These included their religion. Care plans were personalised to the individual and recorded details about each person's specific needs and how they liked to be supported. For example one person was supported to eat food that was permissible according to their religious beliefs. They were also supported to worship and attend places of worship with other members of the community.

The service used systems to make sure care plans and risk assessments were regularly reviewed and updated. Completed assessments were used to formulate a plan of care for each person. Staff told us care plans helped them get to know people and their likes, dislikes and specific cultural or religious needs. Care was tailored so that people's protected characteristics were considered and respected. Staff were provided with training on equality, diversity and inclusion to raise awareness of people’s rights. Staff told us they understood that people could likely experience inequality and discrimination. A staff member said, "I respect all cultures and religions. I would challenge discrimination of people. I treat people fairly and don't judge them."

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.