Service to the Aged

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

Responsive - we rated this key question as good. People were at the centre of how their care was planned and delivered. People could access care in ways that met their personal circumstances and protected equality characteristics. People received information in a format they could understand. Their views and opinions were listened to by staff and leaders. The service scored 71 (out of 100) for this area.

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.

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.

The provider had systems to make sure the diverse health and care needs of people in the local community was joined-up, flexible and supported choice and continuity. People's equality and diversity needs were respected. Most people in the home identified as followers of the Jewish faith, however each person had their own individual characteristics, wishes and preferences. These were explored and recorded in personalised care plans. However, some further work was in progress to make sure care plans had more complete information about people's personal interests. Despite this, care plans were being regularly reviewed and changes were made when people's needs or risks had changed. We found most care plans to be be up to date whilst the provider was transitioning from paper based to electronic documents and completing each person's detailed personal profile. Most people were positive about the range and number of meaningful activities on offer in the home. A person said, "I only participate in activities if there’s an entertainer in. I keep myself happy and busy. They do give us an activity sheet every week with what’s going on." A programme showed that the home could offer activities and entertainment such as bingo, arts and crafts, music, reminiscence, day trips and religious services. However, in some floors of the home we did not observe much entertainment or activity taking place, which was due to a lack of activity staff available on the day. We did note that improving the activities was discussed with people and audits were in place to identify how the activities programme could be continuously improved.

The provider had a policy for the application of the Accessible Information Standards (AIS). This meant they could provide information to people in a format that was accessible to them. For example, easy read or large print versions of information about the service. Staff were aware of people’s communication needs. For example, if people required support to verbally express their thoughts, guidance was in place for staff to follow. A member of staff told us how they used body language, gestures and signals to communicate with a person. People’s individual care plans detailed their communication needs, and these were regularly reviewed with them and updated when required.

The provider was able to make it easy for people to share their feedback and ideas or raise complaints about their care, treatment and support. People told us the manager and staff listened to what they had to say and took on board their feedback. A relative said, “We have met with the manager to discuss our [family member's] situation and the need for all staff to understand her condition more. Overall we are supportive of the home and what it does." Another relative said, "The manager is easy to talk to and responsive I’d say." During our visit we observed staff spending time with people chatting and listening to them. Staff were friendly and engaged with people, not just when they were undertaking tasks for them. For example, on a floor of the home, a member of care staff was chatting to three residents in a seating area People and their relatives told us they were involved in discussions about the care they received and that requests and preferences were respected. There were meetings for people and relatives where their views were encouraged. Complaints were investigated and responded to in accordance with the provider’s procedures.

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.

The provider followed processes to ensure people's human rights were respected and they all received fair and equal treatment. People were treated as individuals and they were able to access the health care they needed. Care was tailored for each person and they received support and treatment with their goals and aspirations considered. This would help to produce positive outcomes for them. Staff told us care plans helped them get to know people and their likes, dislikes and specific cultural or religious needs. Care was tailored so that people's protected characteristics were considered and respected. Staff were provided with training on equality, diversity and inclusion to raise awareness of people’s rights. Staff told us they understood that people could likely experience inequality and discrimination. A staff member said, "I understand equality and diversity. This is a Jewish care home and I fully respect their beliefs."

People were supported to make decisions about their wishes should they require end of life care or palliative care. This included funeral arrangements and preferences relating to their support at the end of their lives. Where people's end of life wishes were in accordance with their faith, this was acknowledged and respected. Staff told us people’s care plans provided them with the information needed to ensure people’s wishes were respected. Staff had received training about how to support people at the end of their lives. Care planning procedures ensured staff had access to the information they needed and care plans were regularly reviewed.