Libra Support Services

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. This is the first inspection for this service. This key question has been rated good. This meant people’s needs were met through good organisation and delivery.

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.

The service made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. Care plans were written in a person-centred way. There was a dedicated area in the care plan which discussed people’s likes, dislikes, and what their preferred routines were.

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. There was evidence of choice and oversight recorded in people’s care plan. For example, each care plan had a section dedicated to choice. This ranged from what type of staff people wanted to be supported by to what things they required support with. Some people chose to make their own appointments with medical professionals independently from staff.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Some care plans, service user guides, and polices were provided in alternative formats to help aide people’s understanding, such as easy read or large print.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people In decisions about their care and told them what had changed as a result. We saw examples of where complaints had been listened to, investigated and learned from. People confirmed they knew who to speak with if they felt they needed to raise a complaint or a concern.

The service made sure that people could access the care, support and treatment they needed when they needed it. There was an out of hours process in place for people to be able to call on if they needed support. There was also contingency plans and emergency plans in place for people based on weather conditions as the area was liable to flooding.

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. We saw how some people lived in particularly rural areas, and struggled to get care and support around their needs. The registered manager explained to us how they ensured these people were given extra support if they lived alone as others in more populated areas.

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. There was information recorded in people’s care plans regarding their choices for future care.