London Borough of Ealing Reablement Service

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• 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

The provider was responsive to people’s needs and assessed, reviewed, and appropriately adjusted their care plans as required. This included any communication needs. Staff provided people with person-centred care and people were given choices and encouraged to follow their routines, interests, and encouraged to maintain contact with friends and relatives so that their independence was promoted, and social isolation minimised. People were given enough appropriate information about the service to make their own decisions regarding whether they wished to use it. Complaints were recorded and investigted.

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.

The provider's processes demonstrated people were receiving an appropriate standard of care. Their care records contained current information about the support they needed to progress towards living independently, recording their goals and wishes in relation to how their social, cultural, and spiritual needs would be met in the future. This was the basis of their care and support needed to promote their independence. Training records showed staff had received equality and diversity training as part of their role to help them make sure people were not subjected to discriminatory behaviours and practices.

The feedback provided by healthcare partners was consistently positive about the standard and quality of care provided by staff. This was enabled by collective partner integration and robust monitoring processes and systems. Partner agencies had no concerns about how the service was run, and worked with them.

People told us they received good, consistent care provided by staff they knew who understood their diverse health needs, choices, and wishes. This meant they received integrated, joined up care, and support that worked for them. This was provided in a flexible way, and was focused on people as individuals and their specific needs.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

Care staff told us that they always listened to what people said and shared any concerns with senior staff. One person said, “Anything I ask for I get.” The provider told us they had high expectations of their staff with regards to professionalism and courtesy. A staff member told us, "I have direct access to the registered manager, it's easy to meet her personally in the office and she often picks up the phone whenever I call the general office landline.The [Registered] manager is also in the Reablement Whatsapp Group. Another member of staff said, "I have access to the registered manager daily and I can communicate all of my problems to which I can then receive support with."

There was a robust system for logging, recording, and investigating complaints, that was followed. People said any complaints or concerns were appropriately addressed. There were also questionnaires sent out to people using the service, staff and telephone checks also took place.

People, their relatives, and staff were engaged by the provider, listened to and their wishes acted upon. They told us there were regular opportunities to voice their views about the service. The management team, and staff also frequently checked that people were happy and getting the care and support they needed in the way they wanted. People we spoke to said that the care staff were always very good at listening and also keeping them informed of any changes. People and their relatives were told if things went wrong with their care, support and provided with an apology. This was due to the provider and staff contributing a positive and proactive attitude.

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 understood their right to be treated equally, fairly, and received the care and support they wanted based on their specific needs. People were engaged and supported by staff to be included and have the same opportunity as others to receive the care and support of their choice. People described staff as kind, caring and compassionate. A person said, “They [Staff] let me have my say, every step of the way, and listen to me."

Staff and the management team understood people had a right to be treated equally, fairly, and to receive care and support that met their specific needs. Staff recognised people as individuals and took trouble to know what their preferences, likes and dislikes were. The providers processes demonstrated people were receiving an appropriate standard of care. Their care records contained current information about their wishes in relation to how their social, cultural, and spiritual needs should be met as well as their care and support needs to promote their independence. Training records showed staff had received equality and diversity training as part of their role to help them make sure people were not subjected to discriminatory behaviours and practices.

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.