Maplehurst

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

During our assessment of this key question, we found people received person centred care and staff worked with them to ensure their presences and needs were met. Relevant information was shared with health care professionals to ensure their care was joined up and everyone was well informed. People were supported by staff to plan ahead for changes in their life that could be anticipated and make plans for the future. There was a complaints procedure in place which people knew how to follow and any issues raised were investigated.

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.

People received care that was centred around their needs.

Staff gave us examples of how they kept updated about changes to people's needs, by attending handover, getting updates from colleagues and reading care records.

We observed staff working with people in a way that demonstrated their knowledge of each person and their preferences and needs. Care records were person centred and evidenced people’s involvement in their care.

People told us their needs were met as planned. One person told us, "I feel like my care plans are followed."

Staff and managers told us how they worked well with other services such as mental health professionals, dieticians, local authority social workers, GP’s and hospitals to ensure people’s health and care needs were joined up and met people's needs.

Partners did not raise concerns in relation to integration of care.

Records examined demonstrated that relevant information pertaining to young people was shared with their social workers on a regular basis. This meant social workers were kept informed about a young person’s continued care needs so that their own records could be updated accordingly, better informing their own interactions with young people in their care.

People and their relatives told us staff provided care in a person-centred way. The staff listened and knew people well.

Staff and managers said that they talked to people living at the service regularly. Staff explained how they ensured people were involved in planning and reviewing their care. Comments from staff included, "We were able to listen to the young person, complete a consensus tool and request for an assessment for the young person."

Information about people’s communication needs were documented in their care plans. General information was shared in meetings and recorded.

People were aware of the procedures to follow if they had concerns.

Staff and leaders told us they listened to people and ensured they were involved in their care and treatment. They took all feedback, complaints and compliments seriously and investigated.

The service had a process for dealing with complaints. There was a "grumbles box" in the service that people used to share any feedback about things that they thought could improve. This was reviewed by the managers and actioned.

People told us they were supported by staff to access health appointments.

Staff and managers at Maplehurst understood well how childhood adverse experiences could impact on their lives as young adults, and these were recorded well with appropriate therapeutic interventions indicated accordingly. Where previously undiagnosed needs were indicated, then processes were put in place to better understand those needs and support the young person, such as when an assessment for ADHD was being considered. This ensured that at all times young people had their care and support needs considered and met.

Partners did not raise concerns in this area.

Physical health clinics are held on a weekly or monthly basis according to need. We examined evidence that where a young person refused to attend those meetings then the valid reasons for the refusal were documented with plans to engage with them the following week. This highlighted how staff at the home routinely recorded evidence of their interactions with young people.

People told us their care met their needs.

Managers ensured people's individual and diverse needs were meet. Staff completed equality and diversity training.

There were policies and processes in place to ensure people could speak up about their care. Regular reviews of people’s care ensured their quality of life was maintained and preferences promoted. Specialist clinical support were sought to give additional advice or support when people needed it. The home's monthly activity board explored themes around equality and diversity, such as sexual health awareness and substance misuse and abuse.

People were supported by staff to plan ahead for changes in their life that could be anticipated and make plans for the future.

Staff supported people to review their care and plan for the future.

The service had processes and systems in place to ensure people's views were documented. We reviewed peoples care records and found planning for the future was included, such as exploring education and work opportunities.