Treetops

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

Detailed and personalised communication support plans were in place. Accessible information was available to ensure staff were able to communicate effectively to people. The provider had policies available in easy-to-read formats for people who needed more accessible language. People were involved in decisions about their care and support, where people were unable to make these decisions there was evidence decisions were made in the best interests of people. People were asked their long-term goals and plans for their future. Goals and aspiration forms were completed with the support from the person, their family members and professionals. Family members were kept informed of any changes and involved in decision making, they were encouraged to give feedback to drive improvements. People were listened to, and their opinions were valued. Training was available for people living at the service if they wanted this. This promoted people’s independence and knowledge. Communication between staff was effective to ensure relevant information was shared accordingly. Feedback from partner agencies was positive.

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 and relatives were appropriate were involved in their own care planning. Care plans contained personalised information with involvement from people using the service. Peoples likes and dislikes were documented. Support was tailored to meet individuals needs and adapted as required. We were told changes and adaptations were made to the service to ensure people could remain living there when their needs changed.

Staff understood their role in providing person centred care. Staff told us that people and their families are involved in care planning and people are given choices and supported to make decisions. Staff told us they have completed online person centred care training. When asked about what person centred care meant to them, one staff member explained that ‘each person has different needs and each person likes different things so making sure you follow that.’

Staff were observed to know people well, for those who could not communicate verbally staff were able to engage well. The service design has been set up to be person centred to ensure people’s needs can be met. People’s rooms were personalised. There were photographs within the service of people joining in activities.

People and their relatives told us the service worked well with other agencies to provide support. People were involved in decisions about their care, were people were unable to make decisions for themselves there was evidence decisions were made in their best interest.

Staff told us that they receive training that is specific to people’s needs and conditions such as epilepsy, learning disability, autism. Staff told us that they generally know about services in the area that would benefit people as it is a small area so communication is good. The manager told us that referrals are often sent to appropriate services. She told us the service works closely with other specialist services. The manager also told us that she is linked in with local initiatives to encourage community engagement.

We were told the registered manager worked with the Local Authority well to ensure people’s needs can be met. We were told the registered manager went out of her way to ensure people were safeguarded.

There was evidence of referrals to relevant health professionals. People had detailed care plans in place with evidence of their involvement. Daily records indicated activities people were engaging in and handover records identified any health appointments required. There was evidence within communication records of people attending health appointments.

People said they were provided with information they needed both when they moved into the service and during any reviews or changes. Family members were able to raise concerns with the registered manager and feedback was received. Family were kept up to date with their loved ones needs and communication was excellent.

Staff told us that information is communicated to them via team meetings, supervisions, handovers. Staff told us they have handover meetings in between each shift which allows to share any important information from that day or information that would be relevant to the next shift. Staff members who work night shifts told us they are kept up to date with changes and any relevant information via whatsapp communication.

There was evidence information was easily accessible to people who required it in a different format. Peoples consent for photographs were obtained and evidenced within care plans. People had communication care plans in place with identifiable methods of communication. There was a complaints policy in place and visible within the home in an easy read format and this was displayed in the home.

People told us they felt listened to and were encouraged to give feedback. Family members told us they were confident in raising and concern and felt the management took action. Family members were contacted and spoken to on a regular basis.

Staff told us that learning from incidents was feedback in team meetings and supervisions. Staff told us they felt able to contribute in team meetings and make suggestions for improvements.

There is a complaints policy in place which outlines how people can complain and action that is taken. There is evidence of complaints and compliments records with action and shared learning evidenced. There was a home development plan in place which included objectives with actions, outcomes and timescale. One action was to complete goal setting for people consistently every 4-6 weeks. Feedback forms were available to complete and there is a feedback box attached to the wall at the service. There is evidence that people and their families are involved in care planning.

Family members told us they were provided with a service user guide when their relative moved into the service. Feedback obtained demonstrated peoples views and values were respected. People had access to appointments as and when required.

Staff told us that they support people to access services such as GP, hospital appointments and dentist appointments. Staff told us rotas would be tied in to people’s appointments to ensure there was enough staff cover and a driver would be allocated to the person if required. However, staff also recognised that some people who have capacity may choose to make their own appointments or choose their own means of travel.

We were informed the registered manager would seek support when it was required. When a difficult situation arose, staff sought support from external professionals to ensure they could meet peoples needs safely. During a period when the registered manager was not based at the service concerns were raised however, they have since returned and things have improved again.

There is an accessible information and EDHR policy in place. Care plans outline individual needs. There are health action plans in place in each person’s care records.

Feedback obtained demonstrated people and their relatives had access to information required in a format they understood. People’s beliefs and values were respected. People and relatives told us they were not discriminated against and were treated fairly.

Staff told us that they were not aware of anyone ever being subject to discrimination. They told us they would not discriminate against anyone based on protected characteristics. Staff have completed online equality and diversity training.

Care plans evidenced monthly outcomes for people, this was developed with people and their relatives receiving support to ensure they were personalised. Goals were implemented when people moved into the service and reviewed regularly. Staff had received training in equality and diversity.

People did not provide feedback on planning for the end-of-life care however, care plans evidenced this was discussed and care plans implemented. People and relatives told us their goals they wished to achieve in the future, these were evidenced within care plans.

Staff told us that people are asked about long term goals and plans for the future. Staff told us some people have end of life plans in place. These plans are all accessible in people’s folders. One staff member told us that short term future planning also happens with people for example, a future planning session with one person outlined what big days out they would like to do over the next few months. The manager told us that they have recently implemented a goal and aspirations sheet for each person with support of the person, family and professionals. This will be reviewed alongside monthly reviews to ensure future goals are being met.

End of life care plans were in place. Staff had not received training in end of life care however, there was no one within the service receiving end of life care. Outcomes and goals were evidence within care plans this included involvement with people.