Balmoral 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

People were involved in decisions about their care and the provider responded to any relevant changes in their needs. People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life. People received information in way that they could understand. People were able to share feedback and ideas or raise complaints about their care, treatment and support. The provider acted on any feedback received to improve care to people. The provider actively gathered and listened to information about people who are most likely to experience inequality in experience or outcomes. People received equal access to care, without discrimination.

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.

People who used services and their relatives were involved in planning and making shared decisions about their care and treatment. This meant that care delivery was centred around them and their needs. One person said, “They look after me very well. I can’t fault it. I have a good social life and I am happy here. Everyone is friendly. The staff are wonderful.”

Where people’s needs changed the provider had systems in place to record the changes and to communicate these changes to the staff team. One staff told us, “If anything has changed, we update and make sure on handover and flag (on system).” Staff were familiar with people's individual routines and likes and dislikes. They were aware of the importance of providing person centred care and offering people a choice in relation to how they chose to live their lives.

We observed staff supporting people in line with their care plans and according to people's individual needs. This included helping people in relation to their daily needs such as eating and drinking and personal care but also in relation to the activities they wanted to take part in.

People and their relatives told us they received person-centred care from staff who were familiar with their individual care needs, preferences and daily routines. One relative said, “The impact on [Name] has been amazing. [Person’s] mental and physical health are better. [Person] is eating better, and all aspects of [person’s] life are improved.”

Staff were familiar with the personalised care, preferences and daily routines of the people they regularly supported. They told us they worked well with health care professionals to ensure people received joined-up care.

We did not receive any specific feedback from partners. We saw some positive examples where the provider had worked in partnership with partners ensuring continuity of care and support.

Systems and processes were in place to ensure information was accurately recorded and shared with staff. People’s care plans were regularly reviewed and contained detailed information about their care needs, including any health and medical needs. They also included evidence of regular partnership working with health professionals.

We observed staff communicating and interacting with people in a way that they understood. This included speaking to them clearly and allowing them time to take in the information and respond at their own speed.

Staff gave us examples of how they tailored communication to meet peoples unique and diverse needs. One staff said, “One resident likes to use their white board and they can let us know their choices. We always write it on their white board.” The registered manager described the different options for communication available for people currently living at Balmoral which included accessible menus, picture cards and support from a volunteering team for a resident who is deaf.

People's communication needs and preferred method of communication was clearly highlighted in their care plan. Information was given to people when they first started using the service, so they were aware of their rights and choices. Information was available in different formats and tailored where needed to individual need.

People using the service and their relatives told us they knew how to give feedback about their experiences of care and support including how to raise any concerns or issues. They felt the provider would listen and act on any feedback or concerns that were raised. One commented, “I suppose it would depend on what the concerns were. I would speak to a staff member, or [Name] and I am sure they would go and see the manager. There are no issues to worry about though.”

Staff spoken to referred to their relationships with both people and relatives and how important this was for good communication. One staff said, “Residents on [Name of unit] have a lot of visitors, we have a good rapport with relatives. No concerns raised from relatives more just people wanting an update and to have a chat with us.” Another said, “Working with residents and creating a bond and seeing how that’s successful.”

There were a number of ways the provider listened to people and other stakeholders. These included surveys, meetings and monitoring of complaints and compliments. The views of people in relation to activities, meals and other aspects of daily living was also sought and acted upon. Opportunities to give feedback were seen to be available throughout the building including in reception. The provider had a complaints policy which included ways in which concerns could be raised, the process for dealing with any concerns and further steps that could be taken if complainants were unhappy with the resolution.

People received support, which was accessible, timely and in line with their diverse needs.

Staff understood people had a right to receive the care and support that met their specific individual needs. Records showed they had received training in Equality & Diversity, and they demonstrated this when we spoke with them. They explained how they treated people equally, without discrimination and respected their individual needs, including any religious or cultural needs.

We did not receive any specific feedback from partners. We saw some positive examples where the provider had worked in partnership with partners to support people with protected characteristics.

We saw evidence of how the provider supported both people and staff with protected characteristics and that they were aware how discrimination could impact a person. Policies were in place to support this.

People were treated as individuals and their views sought and listened to. People understood their right to be treated equally and fairly and were provided with the care and support they wanted based on their specific needs. People were engaged and supported by staff to be included and have the same opportunity as others to receive the care and support of their choice. Relatives overall told us they felt well informed by staff and different processes were available for them to feedback their views and experiences.

Staff respected and understood people’s cultural and spiritual needs. The registered manager showed us an example of how they supported one person to celebrate their religion including attendance at services. The provider was aware of respecting a diverse staff team and made adjustments to support staff experience positive outcomes.

The provider had a good understanding of equality, diversity and inclusion and had policies and procedures in place to support this. Staff had received training in equality and diversity. Care plans provided detailed information on how people were supported with their cultural and religious needs including at end of life.

People were supported to make informed choices about their care including end of life, and this was recorded in detail in care plans.

Staff told us they supported people to make informed choices about their care and future care needs. Staff had received training which supported them to provide end of life support.

Comprehensive assessments are completed with people and/or families and professionals prior to admittance. These are regularly updated and information on how to support with all identified needs and wishes are detailed in care plans. Where appropriate, this also includes people’s wishes for their end-of-life care, including spiritual and cultural wishes and whether they are for resuscitation or not. Advanced care plans were also in place for some people which were completed where people had the capacity to do so. People who planned to return to their own home following a period of assessment had specific care plans in place. These detailed what support was required to achieve this including support from other professionals.