Visiting Angels North Yorkshire and West

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 provider met people’s needs.

At our last inspection we rated this key question good. At this inspection the rating has remained 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 provider 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 records were person centred and gave information about what was important to and for the person. Staff demonstrated a good knowledge of the individuals they supported. A staff member said, “I think the care is second to none. It’s excellent. Every client is different. We treat people as individuals.”

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. The provider and registered manager organised community events and social activities for people and staff. A person said, “I’ve been to a Christmas party and I know the whole lot of them [staff].”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The provider was meeting the Accessible information standard (AIS).

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result. There was an appropriate system in place to manage any complaints or concerns. People we spoke with told us they had no complaints, but were sure any concerns they raised would be dealt with appropriately and promptly. People told us it was easy to contact staff and managers. People said, “They’re all quite pleasant when they come. They talk to me as well and they let me know how things are going. They keep me involved which is quite reassuring” and “I would just ring [registered manager], but I’ve never had any way to make a complaint.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. The registered manager and provider were developing links and opportunities with the community to help reduce people’s isolation.

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's personal, cultural, social and religious needs were identified, understood and respected.

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. If they wanted to share this, their decisions were recorded in the care records.