The Poets

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 were enabled to influence the way their support was provided. Information was provided in a way that met people’s communication needs. People had opportunities to feedback on their care and influence change. People’s protected characteristics and diversity needs were considered in line with the Equality Act 2010. The Act ensures everyone is lawfully protected from discrimination.

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 were at the centre of their care and treatment choices. People told us they received care based on their preferences. A person said, “They’ve got a plan for me. They planned it all with me, I’m very grateful.” Another person told us their relative was involved in planning their care with them. Care plans were holistic and reflected people’s needs including those related to protected characteristics under the equality Act.

Staff told us people were at the heart of the service. They took people’s views, wishes and opinions into account when planning and providing support. Staff said the leadership of the service embedded a culture of person-centre care. A staff member said, “Person-centre care runs through everything we do.” Another told us, “We are not afraid to challenge practice. It must be all about the person and it is. That’s what this service does well.”

We observed person centred practices throughout the assessment. Staff knew people well. We observed staff talking to people in a polite and respectful manner and we heard appropriate and light-hearted conversations. Staff understood the level and type of support people required and delivered this in line with people preferences and their consent.

People told us they could be as busy as they wanted to be. They told us there were activities and they had a booklet that gave them an overview of what was on. A person said, “If I get fed up with sitting on my own. I go downstairs. When staff have free time, they will take me round the garden and back again. My family come and see me, and they take me out.” A person continued to attend their bridge club using a taxi for transport.

Staff told us it was important for people’s well-being to remain as physically and mentally active as possible. Staff supported people with gentle exercises and physiotherapy programmes. They encouraged people to participate in social activities which enhanced their well-being such as singing. Staff made time for people who preferred to remain in their bedrooms. A member of staff said, “We do quizzes and crosswords together. It’s always good fun, and I learn so much.”

We received feedback from a visiting health professional about how the service adapts to people’s changing needs. They provided an example of how a holistic approach was used to gain the right outcome for the person. They told us the person, their family, and multi-disciplinary professional were involved in the decision-making process.

Processes supported joined up and flexible care. The service had good connections with health and community partners. People’s assessments, personal characteristics and preferences were used to plan treatment and respond to people wellbeing needs.

We received mixed feedback about people’s communication experiences. A person with specific communication needs told us they become frustrated when a new carer cannot understand them. Another person said, “Staff do not wait for me to communicate.” Some people said they struggled to understand staff who spoke English with a heavy accent. They said this was mainly agency staff. Most people thought communication was okay. People told us information was provided to them in a format relevant to their needs. A person told us, “I always understand it.

Staff were knowledgeable about people’s individual communication needs. They told us most people used verbal communication. They were competent with specific communication aids and methods used by some people, such as eye gaze technology.

Processes in place followed the Accessible Information Standard (AIS). The standard was introduced to make sure people are given information in a way they can understand. Systems and processes in place ensured people’s communication needs were known and met. Care plans guided staff to communicate using peoples preferred methods.

People had opportunities to share their experiences of care and support. People knew how to raise concerns and complaints. A person told us, ““I have made complaints about agency staff and things do change. Where possible I have permanent staff to assist me.” People participated in meetings about their care, and about the running of the care home. A person told us, “I’ve been to residents’ meetings. I always speak well of the home.” A relative said, “I’ve been to a relatives’ meeting. It was fine. There’s only been one since they’ve had the new manager.”

Staff listened to people and included them in discussions. Staff told us they sought people’s opinions and ideas through general conversations, resident meetings, and clinical discussions. They used feedback from people to improve their care experiences.

Processes were in place to seek people views and opinions of the service and their care. Learning from feedback was used to improve care experiences. There was a complaints procedure, and outcomes were used to drive service improvements. Quality assurances processes and audits showed that concerns and complaints were addressed in line with the providers policy.

People told us they were able to access care and treatment when they needed it. Care and treatment plan’s reflected advice from medical professionals. Care records showed appropriate referrals had been made to specialist services and people attended medical check-ups and health reviews.

Staff told us they made referrals and appointments for people when they needed it. Staff said they considered people’s physical, and mobility needs when people needed to access community facilities and services. Sometimes this included arranging accessible or assisted transport. This enabled people to attend personal appointments and health consultations.

We did not receive information from partner organisations about people’s experiences of accessing care, treatment, and support.

Processes in place ensured people had access to care and treatment. Referrals were made in a timely way and important information about people shared appropriately. Risk management plans took into consideration people’s transport and accessibility needs. People’s care records reflected consultations and meetings with professionals regarding their health and wellbeing.

People’s needs were met by a holistic approach to assessing, planning, and delivering care and support. People’s protected characteristics under the Equality Act were identified and recorded. Care and support plans reflected people’s abilities and what they were able to do for themselves.

Staff respected people’s individuality and supported each person in a non-discriminatory way. Staff had received training in equality and diversity and knew how to support people in a way that took account of their abilities and lifestyle choices.

Processes ensured people’s care, treatment and support plans promoted equality and protects their rights. The providers policies and procedures supported this. Staff training provided an awareness of discrimination and inequality and how to address this.

People were supported to plan for their future. People had personalised end of life care plans that captured their decisions and what matters to them. A person told us, “I said I will die here. I don’t want to go to hospital. I’ve discussed it with staff. It’s all agreed, and all the papers have been signed.”

Staff provided compassionate support to people who were receiving palliative and end of life care. Staff were guided by people’s end of life plans. Staff respected people’s individual beliefs and wishes and explored these were possible. Nurses were trained to deliver pain relief through syringe drivers. This enabled people to receive medicines in a more comfortable way.

There was a person-centred approach to end-of-life care and support. The clinical lead had oversight of people’s palliative and end of life care due to their knowledge and skills in this area. Process were in place to ensure staff worked closely with families and the local hospice team when people were nearing end of life.