Sovereign Court

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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

Responsive – this means we looked for evidence that the provider met people’s needs. This is the first assessment 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.

Staff 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 and risk assessments were reviewed to make sure these met people’s needs and reflected their wishes. A relative told us, “They [staff] always let us know what is going on.” A person said, “Staff always talk to me about what support I need and they make sure this is written down.”

Staff understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. A person said, “The staff really know me well and are very good at contacting the GP and that when needed.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Information was available in a variety of formats and way they could understand. Communication plans were in place. Care staff told us they understood people’s communication needs. We observed staff effectively supported people to fully express themselves.

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. People confirmed they knew how to raise concerns. A relative said, “We have never had to any concerns but know if we did these would be dealt with straightaway.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. Discussions with staff showed they understood how to access specialist health or social care support people might need.

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. For example, staff completed training in equality and diversity to understand and reduce inequalities or prejudices that affected outcomes for people. The registered manager ensured peoples’ social and healthcare needs were fully considered and met.

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 reported staff were very capable at supporting people plan for the future and work with them at the end of their life. A relative said, “The staff have been so good at making sure [person’s name] gets all the support they need at this time.”