Beacon House

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

As part of this assessment, we looked at 1 quality statement for the key question of responsive. This was equity in experiences and outcomes. People and relatives received regular opportunities to share their experience of the service to improve care outcomes. People knew how to make a complaint or raise a concern.

This service scored 68 (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.

People told us they received opportunities to share their experience of the service. One person commented, “The staff are always asking me if things are okay and if they are not, they always come up with a solution. Nothing is too much trouble." People were given information about how to make a complaint and there was evidence that when they did, their concerns were listened to and investigated. One person said, “I don’t have any complaints, but I would tell the manager if I did, and they would help me.”

The registered manager told us that there were regular residents’ meetings where people and relatives could join to give their views about the service. We saw the dates for these displayed around the service. Staff told us they had regular discussions with people, both formally and informally to discuss their care and see if they could do anything more for people. One staff member commented, “We talk with people all the time about their care and how they are feeling. We don’t have to wait for the residents’ meetings or a survey.” The registered manager told us that complaints were used to improve the quality of the service and the care provided.

Reviews of people’s care took place and were completed alongside people and their families, taking into consideration their personal wishes so that any changes could be made. Satisfaction surveys were sent out to relatives, and health professionals 6 monthly. The activity coordinator assisted people to complete 6 monthly satisfaction surveys and staff had the opportunity to complete a survey annually. These were all last completed in March 2024. There were also residents’ meetings every other month and quarterly relatives’ meetings. The results of the surveys were discussed at each meeting. There was a complaints policy that was accessible to people using the service and their relatives. We saw a copy of the service’s complaints procedure was displayed on the notice board. We looked at the complaints record and found that action had been taken to investigate and respond to complaints that had been made.

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.