Puttenhoe

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 provider met people’s needs.

At our last assessment we rated this key question Good. At this assessment the rating has remained Good. This meant people’s needs were met through good organisation and delivery.

People knew how to give feedback about their care and were able to raise any concerns or issues. People and their family had information made available to enable them to make a complaint and felt confident that any complaints would be listened to and taken seriously.

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.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

The provider was very responsive to the views and recommendations of people and staff for improving the care people received. For example, we saw that 1 person had said they wanted to play a game of table tennis, so the staff set up a table, acquired some bats and we saw photographs of the person enjoying a game of table tennis. This meant the person felt listened to and valued. Another person shared in feedback that they missed joining in a church mass. So, staff found an online mass service which the person was happy to join. This meant they were able to continue to practice their faith in the way they preferred.

People and relatives knew how to make a complaint and had guidance on who to contact if they wanted to raise concerns. One person told us they had never had to raise a complaint, but they would feel comfortable doing so if it was necessary.

Staff told us they encouraged people to discuss their care and wellbeing on a daily basis. One staff member said, “We are with people every day and encourage them to speak up if they are not happy about anything.” We saw people were comfortable in coming to the main office if they had a concern or worry or needed some staff support and reassurance.

There were various opportunities and forums for people to raise concerns or give their views about their care and support. For example, there were regular reviews of people’s care, satisfaction questionnaires, meetings and the complaints procedure, which people could use to raise any concerns.

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.