Hyne Town 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

Since the last inspection in March 2024 improvements had been made to people’s care plans. Care plans and risk assessments contained more detailed person-centred information about people, were updated regularly and information throughout people’s care records was accurate and consistent. Improvements had been made to enhance people’s experience of living at the service. People had access to regular activities and were supported to follow their interests in a personalised way. These improvements meant the provider was no longer in breach of regulation 9. People, who were able, told us they enjoyed the activities offered to them. We observed staff supporting people to make decisions about their day-to-day lives including where they wanted to spend their time, and what activities they wanted to take part in. People commented staff were easy to talk to and kept them informed. People’s relatives received regular updates about their relative and what was happening at the service. Information was provided in accessible ways to ensure everyone was kept informed. People and relatives had opportunities to discuss their care and make suggestions to improve the service and the care they received, such as, meetings and surveys. People were supported to make plans for their future where appropriate.

This service scored 64 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People’s care records had improved since the last inspection and now contained more detailed person-centred information about how staff should support people and meet their needs. Records were updated regularly and the information throughout people’s care records was accurate and consistent. Where possible people and their relatives were involved in their care. Improvements had been made to enhance people’s experience of living at the service. People had access to regular activities and were supported to follow their interests in a personalised way. For example, a relative described how staff arranged for their relative to attend a zoom meeting so that they could follow their chosen faith. Another relative told us staff took their relative out to the shops and pub for lunch. One relative said, “There is a positive sense to the place, staff are smiley and helpful. Singers, Tai Chi, birds of prey come in and there is a community lay preacher who visits.” Another relative told us, “I think that it’s a palace, amazing. There are so many activities, there are a lot of staff around and they join in with the music and dance. We have no worries.” People, who were able, told us they enjoyed the activities offered to them. One person said, “I do the activities I want to do. I do my yoga here and there are a lot of activities, always something going on." People told us they were happy with their care. One said, “The staff seem to know me well and I get everything I need.”

The registered manager told us care plans were audited monthly to ensure they were accurate and reflected the care needed to meet people’s needs. Where possible, people and their relatives were involved in care planning. Care plans were updated on a regular basis as people’s needs changed.

We observed staff supporting people to make decisions about their day-to-day lives including where they wanted to spend their time, what they wanted to eat and what activities they wanted to take part in. We observed people enjoying a range of activities during our site visits.

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.

People commented staff were easy to talk to and kept them informed. People’s relatives told us they received regular updates about their relative and what was happening at the service. One relative told us, “The management send emails to inform me of any changes.” We saw there was information displayed around the service in different formats such as, picture format and larger lettering to ensure people with communication difficulties were kept informed and given the information they needed.

Staff told us they used a number of ways to ensure people were provided with information in a way they could understand. One staff member said, “With every individual, they have their own needs and also their own way of communicating.” Another staff member described how they took time to get to know and understand one person’s expressions and gestures to help them communicate their needs and wishes. The registered manager told us they used different forms of communication to ensure people and relatives have access to information, such as, phone calls, emails and social media.

Information about people’s communication needs were discussed with them and their family and included in their care plans. Staff had read and reviewed the Accessible Information Standard (AIS) policy and understood the requirement to provide information to people in a way that meets their needs and is accessible to them.

People told us staff always had time to listen to and talk with them. One person said, “I’m quite happy. The staff, well everyone talks to me and makes me feel loved." Relatives also told us they felt involved in their relative’s care where appropriate. Comments included, “They give me answers to my questions, I feel heard. I get feedback from them every day” and “They communicate with family and friends and keep us up to date.”

All staff we spoke with told us they had time to listen to people. One staff member said, “We have a lovely relationship and communication between the residents and the staff, we give them all the necessary attention and we all love listening to them when they share stories with us.”

People and relatives had opportunities to discuss their care and make suggestions to improve the service and the care they received. Regular meetings were held with people and relatives and suggestions from these meetings were listened to and put in place. For example, from a suggestion made during a meeting, the service had made a kitchen area in the lounge for people to access and use. The service also sent out yearly surveys to people and relatives to gather their views and suggestions.

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.

We did not look at Equity in experiences and outcomes during this assessment. The score for this quality statement is based on the previous rating for Responsive.

During the site visit we spoke with people about their experience of care. People and their relatives did not raise any concerns about care planning for their future and told us, where appropriate, their care needs were discussed with them.

Staff told us that people at the end of their lives, were cared for with dignity and respect and they ensured their wishes were followed. The registered manager told us, where appropriate, staff gathered people’s wishes and views about how they wished to be cared for at the end of their lives. They told us where people did not want to discuss end of life or future care planning, this was respected.

People had end of life care plans in place. However, we noted care plans we looked at were not very detailed and contained minimal person-centred information. We raised this with the registered manager who told us they tried to gather people’s views and wishes on their end-of-life, but this was not always possible as some people did not want to talk about the end of their lives. This was respected by staff. The service worked with health professionals to deliver effective compassionate care for people approaching the end of their lives.