Gilburn

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 reviewed all quality statements in the Responsive domain. We found people were supported by staff to ensure their health needs, experiences and outcomes were positive and met. Staff had time and access to care plans which detailed people’s backgrounds, preferences and protected characteristics. This enabled staff to support people in ways that were meaningful to people and allowed them to feel comfortable. Processes and systems were in place which supported these practices. Where there were shortfalls, these were identified due to the systems being effectively used.

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 were involved in planning their support, and were listened to. Some relatives told us they were involved in people’s care, whilst others felt they were not always aware of the support people received at all times.

Staff and leaders told us people received care that was personalised to them. Staff treated people as individuals and were aware of people’s likes, dislikes and preferences. People’s backgrounds and histories were known and taken into account when planning and providing care and support.

We observed people being supported by staff who understood their needs and how to deliver care in a way that people felt comfortable with.

People were integrated into the local community and accessed local towns via public transport. People also used local takeaways and went out to the local pubs for meals together. The service owned a car which enabled people to go out, but sometimes there was not always enough staff working who could drive the car all the time.

Staff recognised the importance of people being integrated in the local community and supported people to do so. Connections with groups and activities people enjoyed such as a monthly social disco was made, and people were supported to attend the event.

Working relationships were established with local GPs and community teams also. Positive feedback had been received from partner agencies regarding the quality of care people were receiving.

Processes were in place to ensure the appropriate care provisions were available to support people's needs and outcomes.

People’s varying communication needs were met. We saw some people had visual timetables in place which helped them to plan the week ahead. This provided them with choice and control over their lives.

Staff were aware of people’s varying communication needs and adapted information to support people to understand and make decisions about their care needs and day to day living.

Policies were available and followed about accessible information standards.

People appeared to be happy and appeared to have choice regarding what they wanted to do. Information was shared with people in different ways to support their understanding and decision making.

The registered manager advised they were working on improving the recording of how people were consulted to gain their feedback, as this was an area that had not been overly focused on. The registered manager advised informal conversations took place all the time to review people’s thoughts, and to hear ideas about how to improve their experiences, but a more formalised process to capture the conversations taking place was being implemented.

Processes were in place to capture people’s views about their care and views, but improvements were being made to more regularly document the conversation taking place. The registered manager was aware this was required and work was underway to make improvements.

People were supported to take part in health screenings and one person was supported to have blood tests carried out at the service after many years of not having them.

Staff were very proactive in ensuring people's health and care needs were identified and met.

External health and social care providers worked well with the service and have successfully supported people to engage in treatment they previously did not want to have. This has allowed people to have better outcomes as their health needs were being effectively managed.

Information was recorded in care plans and risk assessments and were reviewed by the registered manager or team leaders.

People were encouraged to try different activities and experiences, and their wishes were respected if they changed their mind.

Staff and leaders ensured people living at the service had equal opportunities regardless of their diagnoses, backgrounds or personal ability. Staff were aware of people’s cultural backgrounds and beliefs and supported people to celebrate Christmas and explore different communities’ faith and religions.

Processes were in place which supported staff to seek people’s views around experiences and opportunities they wanted.

People did not always want to consider some aspects of the future, such as end of life care wishes. Where people did not want to engage in conversations, their relatives were involved to consider what people may want. People were being supported to engage in educational opportunities and identify goals they may want to reach.

Staff and leaders were supportive of people working towards recovery and moving on from the service to be more independent. Staff worked with people to identify meaningful goals and supported them at people’s pace to meet them.

Reviews of people’s wishes and needs took place and were updated with changes by the registered manager and senior leaders at the service.