Northern Healthcare Head Office

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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

We found evidence of positive outcomes experienced by people, including those on a step-down programme. These people were not in receipt of a regulated activity at the time of assessment, but had received wider support and assistance, including help sourcing accommodation, dealing with finances and gaining voluntary employment. The service engages with both people supported and their relatives. An expert by Experience role was created and filled. This person acted as a representative for people using services, reviewing policies and procedures, reviewing people’s surveys and was also present at an open day for a new service.

This service scored 71 (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.

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.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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.

We visited 2 supported living projects and head office. We were not able to speak with the 6 people who received a regulated activity, however feedback from people gathered by the provider was positive. Staff treated people equally and without discrimination.

Leaders proactively sought ways to resolve any issues to help improve people’s experiences and outcomes. They worked with local organisations, the local authority and mental health colleagues to address delays in the system that might result in health inequalities. The police were contacted to help address any abuse that was directed at vulnerable people because of their mental health. Staff understood the importance of providing an inclusive approach to care and support was organised around people’s needs and their personal preferences. Staff and registered managers were familiar with these, and they were recorded in people’s care records.

The provider had processes to ensure people’s views were gathered in a variety of ways. These included feedback, surveys and keyworker meetings as well as through advocacy groups. People were listened to, and the provider acted on people’s views. People were able to raise their concerns in meetings; these were documented on meeting templates with notes made of actions taken. Staff received equality and diversity training and were aware of the importance of this in practice. All the support plans we looked at provided the opportunity for people to share what was important to them if they chose to.

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.