Salthouse Road

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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

Person-centred care plans were in place to guide staff practice. The relevant people were involved in discussions about people’s care and reasonable adjustments were made when required. Health professionals were involved when required and any concerns were actively addressed.

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.

We observed staff treating people kindly and generally knew them well. Staff engaged in activities with people, such as sitting together colouring. During one of our visits, everybody went out to attend a birthday party and lunch.

Staff told us people were supported to do things they enjoyed. A staff member told us, “I feel activities have improved. As staff are involving clients with shopping activities or going out for walks and doing different activities outside and inside of the home.” Staff said people had activity planners which were regularly reviewed and changed as needed. Staff knew people’s needs and alerted the relevant professionals if there were any changes.

People’s relatives and representatives provided positive feedback about the care people received. A relative told us, “I’m happy with the care because [person’s name] is happy and that’s how I judge it. They can certainly let you know if they’re not happy.” Another relative told us, “They really invest in their welfare, in different ways. They know all her favourite food, and they go out to restaurants.” It was noted that people were clean and well-presented, including when visitors arrived unexpectedly. There were no restrictions to visiting. Relatives were included in discussions about people’s care and their relationships were supported. A relative noted, “They’ve opened the door to build relationships and that’s why I’m so positive and singing their praises.” People’s relatives and representatives were kept informed of any changes. Some people felt the environment may benefit from updates. A person told us the home needed, “some sprucing up,” whilst another said there was a lack of visual impact and ambience. People could personalise their rooms.

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.

People’s relatives and representatives fed back that health professionals were involved to ensure people had the care and supported needed. A relative told us, “I know they do whatever’s necessary.” People’s religious beliefs were respected and they could attend services if they chose to.

People’s care plans reflected their physical, mental, emotional and social needs, including those related to protected characteristics. There was detailed information regarding people’s communication needs to ensure people could be understood. Information was available in accessible formats. Documents were in place to support people if they required care in a different environment, such as hospitals. Records were in place to show input from health professionals, which helped to address any issues or barriers with their health. A complaints procedure was in place should people wish to make a complaint about their care.

Leaders and staff were alert to discrimination and inequality that could disadvantage people using the service, whether from wider society, organisational culture or from individuals. They proactively sought out ways to address these barriers to improve people’s experience.

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.