St Oggs

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

Responsive – this means we looked for evidence that the service met people’s needs. At our last assessment we rated this key question requires improvement. At this assessment the rating has remained as requires improvement. This meant people’s needs were not always met. 

This service scored 61 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The service did not always make sure people were at the centre of their care and treatment choices and they did not always work in partnership with people, to decide how to respond to any relevant changes in people’s needs. Staff knew people and their care needs well. However, this was not always reflected in people’s care records. For example, 1 person had a care plan due to them being known to smoke in their room. The care plan also stated they were a hoarder and that this posed a fire risk. However, the person did not have a care plan specific to hoarding. Instead, there was a note on the wall in the office reminding staff to remove excess bottles before an issue could arise.

The service understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. The service encouraged and promoted people accessing services within the local community. For example, people told us they went to the local church and some people accessed the local collage.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Staff supported people to understand information, staff would talk through letters with them, to support their understanding. Staff supported people with medical appointments to ensure they understood their options and were able to make appointments. A person at the service said the registered manager had supported them to pay their bills.

The service involved people in decisions about their care and told them what had changed as a result. The registered manager had an open-door policy and welcomed feedback from people living at the service. However, whilst people told us they found staff and the registered manager approachable and would go to them with concerns, if they had them, they had not shared their concerns around people being intoxicated at the service. For example, 1 person said they did not like it when people returned drunk and at times were incontinent, they were not clear when asked if they had told staff how they felt.

The service did not always make sure that people could access the care, support and treatment they needed when they needed it.  People told us they did not feel staff always had the time to spend with them when they needed them to. People were encouraged to utilise public transport when accessing the community, where this was not possible the service utilised a minibus, they shared with another service under the provider.

Staff and the provider did not recognise that people did not always feel safe at the service. Some people were not as able as others to express when they were distressed by other people’s actions. Staff had received training in equality diversity and human rights. The registered manager told us of a person they had supported for a period of respite as they were experiencing discrimination in the community. Staff and people treated the person without discrimination and supported their choices and listened to their experiences.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life. However, when people did not have the capacity to make decisions around their end of live care the service did not ensure MCA was followed. For example, a healthcare professional had visited the service to support a person to document their views on future care. Such as, if they would like to receive hospital treatment and if they would want to be resuscitated.