Shannon Court

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 received personalised care that met their needs. People were supported to maintain relationships that matter to them. The provider had a variety of procedures and arrangements in place to capture people’s views and involve them with the service.

This service scored 68 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People who used the service had a support plan in place describing their individual care and support needs; and the delivery of care to be provided by staff. People and relatives told us staff knew them or their family member well and supported them in line with their preferences, likes and dislikes. Although some minor improvements were required as already identified within this report, we observed staff treating people as individuals and providing personalised care and support.

Staff spoke with us about how they were encouraged to give people person centred care. They knew people well and were able to speak with us about how individual people liked to be supported.

Throughout our assessment, we mostly observed positive interactions from staff with people using the service. Staff were observed to speak with and about people in a warm and caring manner, whilst demonstrating the providers key values and behaviours relating to kindness and support.

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.

People and relatives were happy with the communication they received from the service. They told us they were felt able and comfortable to raise concerns. One person told us, “I don’t like to make a fuss but yes I could speak to the manager.” Comments from relatives included, “If I’m unhappy with anything I know who to complain too” and “Any queries or emails are answered promptly.”

Staff understood what actions to take in response to a complaint being raised to them. Staff confirmed meetings were held to give the management team and staff the opportunity to express their views and opinions on the day-to-day running of the service.

Arrangements were in place to record, investigate and respond to any complaints raised with the service. Compliments were readily available to capture the service's achievements.

The provider had a variety of procedures and methods in place to capture people’s views and involve them with the service. Meetings were held for people using the service and for those acting on their behalf, to enable them to have a ‘voice’. People and those acting on their behalf had been given the opportunity to provide feedback about the service through the completion of satisfaction questionnaires.

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.

Discussions with people using the service and those acting on their behalf implied they had not experienced discrimination or inequality whilst living at Shannon Court.

Staff spoken with confirmed they had not witnessed or experienced any occasions whereby they had felt people using the service were discriminated against, or had their basic human rights not met. For example, when people received healthcare support from external healthcare professionals and services.

Staff had completed equality, diversity and inclusion training to help make sure they understood and were able to meet people’s different needs.

Care records demonstrated people were able to access services, including a range of external healthcare services and professionals throughout the day and out of hours. There was no evidence to suggest people experienced delays in healthcare provision.

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.