St Anne's Community Services - Norfolk 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

Staff understood their role in ensuring people’s diverse needs were identified and respected, so they had equity of access to opportunities and achieved positive outcomes. Staff responded to information about people’s needs and preferences, and tailored their support accordingly.

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.

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’s religious beliefs were respected and staff supported people to attend services where they wished to. People were also supported to access health appointments and annual health checks, in order to promote positive health outcomes and equity of access to health provision. People’s feedback about the service was sought regularly, and this was used to ensure they had experiences tailored to their interests and wishes. A relative told us, “[Person] goes out a lot. They are quite active and independent.”

Staff placed great importance on ensuring people were treated fairly and had equal opportunities as part of the wider community. They provided examples of activities people were involved in and the positive outcomes people had benefited from as a result of this. One said, “I love my job. Being with the [people] and the opportunity for them to do and try new things.” Another said, “[Registered Manager] is fair and you can go and talk if need to. She is bang on top of health and wellbeing stuff.” Staff helped people overcome inequalities in experiences and outcomes. For instance, they told us about training and guidance they had received in meeting different communication needs, and how they applied this in practice.

Staff celebrated people’s individuality and respected any protected characteristics, as identified under the Equality Act 2010. Staff encouraged people to be active participants in discussions and opportunities were sought for people to be part of the wider community. The registered manager was proactive in their support of staff who needed additional support or adjustments. Staff received training in relation to equality, diversity and human rights. The provider undertook annual surveys to find out about people’s experiences of using the service. The registered manager had also developed monthly reviews. Staff talked with people to find out what had worked or not worked for them and to decide on plans for the future. These were also recorded in accessible formats for people, such as large print or pictorial.

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.