McRae Lane

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

People received care and support that was tailored to them and their individual needs. Staff were responsive to people’s needs, especially when these changed, and ensured continuity of care was maintained in line with people’s choices and preferences. People were provided information in line with their individual communication needs. Staff made sure people’s feedback was acted on if this indicated concerns or if improvements were required. People using the service were treated equally and fairly and supported to access care and support that met their individual needs. Staff understood people’s equality and human rights and respected these when providing people with care and support. The home manager understood the challenges that people might experience due to their protected characteristics and ensured people were supported to receive the care and support they were entitled to. The service had arrangements in place to support people to plan for the future, including at the end of their life.

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 and support tailored to their individual needs. When changes were needed to their care and support, people, and others involved in their care, were involved in decisions about this and their preferences informed how care and support should be provided. An advocate told us, “The staff are always responsive and take on board feedback which is good.”

Staff understood how to provide care that was tailored to people and their individual needs. Staff confidently explained the individual needs and preferences of people using the service and how they supported people to receive care and support in line with these. They told us they shared their feedback about people with the home manager to make sure that care and support was continually reviewed and monitored and continuing to meet people’s needs.

Staff followed people’s care plans and used people’s preferred methods of communication when engaging with people. They were observant to people’s responses and used this to guide them when delivering care and support in line with people’s preferences.

People’s diverse needs were well understood. People’s care and support was delivered in line with their individual needs and preferences for how and when this should be provided.

Staff understood the diverse needs of people using the service and made sure the care and support they provided was in line with people’s individual needs and preferences. Staff told us there were good relationships with others involved in people’s care, which helped promote a joined-up approach to how care and support was provided.

We contacted health and social care professionals that worked with the service for their views about how the staff team worked with them to provide joined-up care to people, but we did not receive any feedback.

Arrangements were in place to ensure care and support was delivered in a joined up way and promoted choice and continuity. People’s records reflected these arrangements and showed the service worked with others to ensure people received appropriate care and support from everyone involved in their care.

People were provided with information in a way they could understand and that met their individual communication needs.

Staff were aware of people’s individual communication needs and knew how to provide information in a way that people could understand and respond to.

Systems were in place to ensure people received information in an accessible way that met their individual needs. This was assessed and recorded in their care plans and shared with staff to ensure these needs would be met. Information was available to people in accessible formats if this was required. This included easy to read, pictorial versions of how to report safeguarding concerns or how to make a complaint.

People’s specific communication needs were well understood and this enabled staff to identify when people’s responses indicated concerns about the care and support they received. Advocates for people using the service told us staff listened when feedback was given and improvements were made in response. One advocate said, “They have done more work to do things like improve sensory needs of people. They now have a sensory room and introduced sensory objects for people and they do activities that are sensory focused. So those experiences have very much improved. They have introduced cooking sessions as well getting people involved through touch and smells. I have been very happy with the improvements they have made.”

Staff understood people’s specific communication needs and made sure people’s responses were fed back to the home manager if this indicated that there was a concern or that a change might be required to how care and support was provided. The home manager told us they acted on feedback and made improvements when these were required.

Arrangements were in place to investigate concerns and complaints about the service. The service had a complaints policy and procedure which set out in detail how concerns and complaints would be dealt with. No formal complaints had been received by the service in the last 12 months.

People received their care and support when they needed this. They received their care and support in line with their stated preferences. People were supported to access healthcare services when needed. People attended their scheduled healthcare appointments and annual reviews and checks ups of their healthcare needs with staff’s support. This was done in line with people’s preferences.

Staff understood people well and how to provide care and support when people needed this. They supported people to access healthcare services when this was required.

We contacted health and social care professionals that worked with the service for their views about access to care and support for people, but we did not receive any feedback.

Systems were in place to ensure people could access the care and support they needed. The home manager undertook, assessments, monitoring and reviews of people’s care needs and used this information to plan care and support in line with people’s preferences for this.

People were treated equally and fairly and provided the care and support they needed based on their individual needs. People undertook activities and experiences that were not limited due to their protected characteristics. A relative told us, “I think [family member] is treated fairly and nothing is off the table for her. They take her shopping and help her do the things she enjoys.” An advocate for people using the service said, “I do think people are treated well there. They know their clients and they accommodate for people’s individuals needs and everyone is treated fairly. It’s a diverse home and the people are diverse. It’s very warm and welcoming and I have always had a very good vibe when I go there.”

Staff understood people’s right to be treated equally and fairly and to receive care and support that met their individual needs. A staff member told us, “First of all you have to have respect for people and they are your focus and you are here because of them and you give them the care and support they need. You don’t impose your opinions on people.” The home manager made sure people received care and support from others that did not discriminate against them due to their protected characteristics. They told us, “I make a point of having a good relationship with other professionals and because of this it makes professionals take what we say about people seriously so things don’t get overlooked just because the person has a learning disability. It’s about championing people’s rights to get the care and support they need. It’s getting professionals to see our people as people and not a number.”

Systems were in place to obtain information about people’s communication, social, cultural and spiritual needs. People’s care and support had been planned in a way to ensure these needs could be met. Staff received equality and diversity training as part of their role to help them make sure people were not subjected to discriminatory behaviours and practices.

People, and others involved in their care, were supported to be involved in discussions about their future care needs, including their needs at the end of their life. Their preferences for this were documented in their records.

Staff understood people’s future care needs and preferences about what they would like to happen at the end of their life.

Systems were in place to obtain information about people’s individual needs and in particular their wishes for the support they wanted to receive at the end of their life. This ensured people’s wishes and choices would be respected at the appropriate time.