Selby Office

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. People’s care plans reflected their physical, mental, emotional and social needs. People were asked about their protected characteristics. Detailed information about people’s life histories and what was important to them were contained in care plans. This enabled staff to provide person centred care. One relative told us, “They (the service) are very good. We know who is coming for all of the calls and they normally tell us about changes to staff. We cannot fault them. They are kind and considerate and the care is good. They also make sure that I am alright as well as my wife.”

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. People received support which was flexible and supported their continuity of care. Staff knew people well and supported people to continue their social activities and hobbies.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People’s communication needs were known and understood. For example, one person who had suffered a stroke needed staff to adapt how they spoke to them. This was documented clearly in this person’s care plan. People received information in the most appropriate way for them. People were kept informed. People’s comments included, “We know when and who is coming. The office will inform us if there is a change” and “I have a book that contains all of the information that I need. It will be in the book if I needed to complain but I don’t need to.”

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. People and their relatives were kept informed about how to give feedback. Regular surveys were undertaken. One person had commented, “You’re perfect for us, the whole team.” The registered manager kept in regular contact with people. One person told us, “[I’d] speak to the lady in charge, [name of registered manager]. She is easy to talk to and we have all the numbers. The [registered] manager comes to see how we are getting on. She’s very approachable.”

The service made sure that people could access the care, support and treatment they needed when they needed it. People had equity in accessing the support they received.

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. People had equity in experience and outcomes from the support they received.

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. People’s wishes and ambitions for the future were understood and acknowledged. People were supported to achieve these. These was clearly recorded and understood by staff.