Responsive characteristics in full

Below is a detailed description of how the CQC would characterise an ‘outstanding’ service from the point of view of being responsive. It begins with an overall definition of ‘Responsive’ and then gives an overall ‘outstanding’ characteristic of a ‘Responsive’ service. Then it breaks down this overall characteristic into a number individual parts using the Key Lines of Enquiry (KLOEs) for this domain (R1, R2, etc).

 By responsive, we mean that services meet people’s needs
 Services are tailored to meet the needs of individual people and are delivered in a way to ensure flexibility, choice and continuity of care
 R1: How do people receive personalised care that is responsive to their needs?
Staff use innovative and individual ways of involving people and their family, friends and other carers in their care and support plans, so that they feel consulted, empowered, listened to and valued. The care and support plans are reviewed and changed as people’s needs change.

People tell us that staff have outstanding skills, and have an excellent understanding of their social and cultural diversity, values and beliefs that may influence their decisions on how they want to receive care, treatment and support. Staff know how to meet these preferences and are innovative in suggesting additional ideas that they themselves might not have considered.

Visiting professionals say that the service is focused on providing person-centred care and support, and achieves exceptional results.

The service understands the needs of different people and groups of people, and delivers care and support in a way that meets these needs and promotes equality.

People tell us that staff have outstanding skills, and have an excellent understanding of their individual needs relating to their protected equality characteristics and their values and beliefs, which may influence how they want to receive care, treatment and support.

Staff respond and go the extra mile to address people’s needs in relation to protected equality characteristics.

Staff have opportunities for learning, development and reflective practice on equality and diversity, both individually and in teams, which influence how the service is developed.

Arrangements for social activities, and where appropriate, education and work, are innovative, meet people’s individual needs, and follow best practice guidance so people can live as full a life as possible.

The service takes a key role in the local community and is actively involved in building further links. Contact with other community resources and support networks is encouraged and sustained.

The service has gone the extra mile to find out what people have done in the past and evaluates whether it can accommodate activities, and tries to make that happen.

Reasonable adjustments are made in innovative ways to encourage independence.

The service has taken innovative steps to meet people’s information and communication needs over and above complying with the Accessible Information Standard.

The service has an innovative approach to using technology. People are involved in decisions about how it is or could be used.

R2: How are people’s concerns and complaints listened and responded to and used to improve the quality of care? 
People who use the service and others are involved in regular reviews of how the service manages and responds to complaints. The service can demonstrate where improvements have been made as a result of learning from reviews.

Investigations are comprehensive and the service uses innovative ways of looking into concerns, including using external people and professionals to make sure there is an independent and objective approach

R3: How are people supported at the end of their life to have a comfortable, dignified and pain-free death? 
The service is particularly skilled at helping people and their families or carers to explore and record their wishes about care at the end of their life, and to plan how they will be met so that they feel consulted, empowered, listened to, and valued.

People’s needs have been considered as part of the end of life care plan and this has taken account of language, communication, ability to understand and capacity when decisions are made.

The service is very responsive in enabling people to engage with their religious beliefs and/or preferences at the end of their life.

The service works closely with healthcare professionals and provides outstanding end of life care. People experience a comfortable, dignified and pain-free death.

Professionals visiting the service say it is focused on providing person-centred care and it achieves exceptional results. The service strives to be outstanding and innovative in providing person-centred end of life care based on best practice.

There is a rapid response to people’s changing care needs and advice on care and support for people and carers at the times they need.

There are members of staff with the specific skills to understand and meet the needs of people and their families in relation to emotional support and the practical assistance they need at the end of the person’s life. Staff are also supported by the service with empathy and understanding.