Barton Brook Care Home

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

Care and support were tailored to people as individuals. People’s cultural needs were recorded in care plans. The service had identified an issue with one person’s diet. This was resolved and amended within the care plan. People we spoke to were complimentary about their care and treatment. People’s relatives were informed of any changes in their health or wellbeing. Relatives were also involved and consulted when people moved in to gather more information about their needs and preferences. We found care plans had limited information regarding people’s life histories. At the time of the assessment management were aware of the improvement required. People had end of life care plans in place, with DNACPR information documented. However, these did include limited information regarding people’s wishes at the end of their lives.

This service scored 71 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People told us they were involved in their own care, if this was their wish. They were aware care plans were in place, and ways they and their relatives could contribute to these. People told us staff were aware of their personal preferences. A relative we spoke with told us, “I don’t get involved in the care plan; my loved one makes their own choices,” where-as another relative was fully involved and told us staff kept them fully informed.

Staff received training in how to use the electronic care planning system. Staff we spoke with could describe people’s needs. They told us they relied on care plans initially to provide care for people before talking to them and getting to know them better. Electronic care plans prompted staff to record aspects of care intervention, for example showering, dressing, support with food and fluids and repositioning. Managers outlined how people’s care was tailored to their needs and was regularly reviewed to ensure needs were met.

We observed staff were inputting information into electronic records in a timely manner.

People received appropriate health care support from external professionals, including an optician and a podiatrist. A hairdresser also visited the home on a regular basis.

Staff told us, any concerns with people's health were reported promptly to unit leaders or other senior staff. The management team were involved in regular reviews of people’s care, support and treatment and any involvements by health professionals were recorded within people’s electronic care plans.

Partners were satisfied. The provider was fully engaged and had become more responsive in ensuring people received continuity of care, support and treatment.

People were supported to access healthcare services when needed. Appropriate health care professionals were contacted to ensure continuity of care, support, and treatment. Care plans we saw during the assessment reflected this.

People and relatives felt there had been improvements across the home since the new manager had joined the team. A relative told us, “The staff are very good at communicating with me; all my relative’s needs are catered for.”

Staff were aware of the importance of providing information to people in ways they could best understand it. They altered the way they communicated with people depending on their needs and cognitive understanding. For example, for some people hard of hearing staff told us they would speak a little louder and more slowly.

People’s communication needs were identified in their care plan. Where people had limited verbal communication, care plans gave information on how people communicated through body language, or behaviours. People’s doors displayed their photographs on to help those with dementia identify their own bedrooms and there was some dementia signage in use across the home.

Relatives and people spoken with felt they could make any complaints and would feel listened to, and considered any concerns would be investigated and resolved. A relative told us, “I know how to complain and have done when possessions go missing.” These had been resolved. People mainly felt listened to and involved. People told us they were able to do what they wished and felt able to raise concerns. One person provided negative feedback in this regard and told us things didn’t change; this was shared with the manager so that they could take appropriate action.

Staff understood the importance of listening to people and involving them in decision making as much as possible. Staff we spoke with considered people were listened to and were aware of how people could provide feedback about care and support, or the service in general. They told us the manager's appointment had been a positive one for the home.

There were a variety of processes in place to ensure that people’s views were obtained and listened to. A complaints policy signposted people and their families on the ways they could raise both informal and formal complaints. Residents’ meetings and family meetings were also in place to raise any questions or obtain feedback. People had been sent surveys to respond to.

People had access to out of hours services, such as GP’s and crisis teams. People confirmed they had been supported to attend hospital when urgent care and attention was required.

Staff were aware of who they should contact and when, during an emergency situation. Staff told us they sought guidance from a unit manager, or other senior staff member in the event of an emergency. One staff member told us in the first instance they would approach their unit manager but would be comfortable asking the home manager for support.

Partners were satisfied; the staff were responsive in emergency and safeguarding situations.

Policies and processes were in place for staff to follow in the event of someone becoming unwell or distressed. Staff were aware of who to contact depending on the service required. Care records recorded how people should be supported to ensure they gained access to health and social care services when required.

People told us they were confident to speak up and considered they were listened to. Staff treated people equally and without discrimination. People and their relatives told us they were supported by staff when this was needed.

The service employed a diverse staff group. Staff were able to communicate with people whose first or preferred language was not English. Leaders were more proactive and were exploring ways to help improve people’s experiences and outcomes. They recognised that some of these needed developing further. Staff understood the importance of providing an inclusive approach to care.

There were a range of processes in place for people to make their voices heard and people felt able to share their views and raise concerns. There was no evidence of people being disadvantaged for any reason. The manager had oversight of the home and analysed incidents to ensure lessons were learnt and people had positive experiences and outcomes. Staff received equality and diversity training and were aware of the importance of this in practice.

Electronic end of life care plans were in place; information in these was limited and it wasn’t clear where people did not want to discuss end-of-life care. When a person’s health deteriorated GP’s would be involved to discuss plans for the end of their life with them and their family.

Staff told us they were informed when people were at the end of their life. Staff were aware of the care plans for supporting people in line with their wishes at the end of their life and had received training on end-of-life care.

Care records documented people’s preferences and wishes for end-of-life care and indicated if an advanced ‘do not resuscitate’ instruction was in place. There was limited information regarding people’s wishes at the end of their lives and the manager recognised more input from relatives was required. Positive links had been formed with GP’s and district nurses; support was available for people approaching the end of life.