Arrow Support Limited

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 felt involved in their care and had opportunities to talk to staff about their support should they wish to do so. Where people were not able to take an active role in coordinating their care, staff shared care plans and risk assessments with relatives to review and comment. Relatives were involved in best interest meetings. Staff sought advice and opinions from relatives and healthcare professionals before making decisions on behalf of people.

This service scored 68 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We did not look at Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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 who wished to share their views with us told us they felt involved in their care and had opportunities to talk to staff and care managers about their care and support. One person said, “Staff are always about should I need to talk. [Care manager’s name] is always available if I need help arranging appointments or managing my bills.” Where people were not able to take an active role in coordinating their care, relatives told us the service communicated well and shared care plans and risk assessments for them to review and comment on. One relative said, “[Staff member’s name] knows [Person’s name] really well. It’s not just knowing how to support him in the gym it’s all the little things like knowing when he needs his own space and time on his own.” Another said, “Staff keep us updated and take care of routine things like making sure he is up to date with the dentist and appointments.”

The registered manager and staff understood what barriers might prevent people from receiving good quality care, support and treatment or restrict access to local services. For example, discrimination, background and culture, communication, and/or previous experiences of care. Staff described how they supported people to access services and empowered them to make decisions about their support, accommodation, and life choices.

The provider had developed a range of opportunities for people and their relatives to express their views through regular reviews, meetings, and surveys. Support plans identified people's communication needs and guided how people could be supported and empowered to understand information and make informed decisions. Staff monitored people’s daily well-being and recorded when their health had changed. This allowed staff to communicate with the person about their ill health, identify if external health or social care support was needed, and provide support to arrange appointments promptly. For example, we saw how staff supported people to access advocacy and outreach services.

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.