Southlands Place

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

The provider regularly sought the views of people and relatives through meetings and surveys, and acted on the feedback given. Staff understood and followed the home's ethos, and treated people with fairness and respect. A wide range of interests were met through the home's activity programme, and birthdays and other events were celebrated. People received care that was planned around their wishes and preferences, and their views were sought for decisions that affected them. Health professionals were contacted by the service without when needed and expertise sought by the provider to ensure high quality care was provided. Information was provided to people and relatives in the way that was best for them individually, and staff understood people's communication needs well. Dignity and compassion were central to decision making in the final stages of a person's life, and preferences and wishes had been discussed and recorded.

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.

Throughout the assessment visit we saw staff offer people support and care in the way they needed and wished. Staff undertook care that was suited to people’s individual needs and preferences. For example, what they preferred to eat and drink, what time they got up and what time they returned to bed. For people unable to tell staff their preferences we saw that staff had spoken with families and friends. We saw that people were supported by staff according to their preferences detailed in their care plan. For example, people were dressed in the way they had chosen, and their hair and make up done following their wishes. During our onsite visit, we saw a number of activities taking place and enjoyed by people. We saw pictures of some special events that were still being talked about which had been a success and something to remember.

Staff told us “We keep people informed of any changes to medicines, or if they need to be referred to a health professional,” and “we always ask if they are happy with care and get their consent before doing any care, it is important to people to feel valued.” Another staff member said, “People change and we adapt their care accordingly with help from family, friends and our staff.” The registered manager was committed to ensuring people were involved in their care and said, "The people here are our priority and we want to give them the care and support they need and in the way they want."

People told us how they were involved and consulted about all aspects of their care and wellbeing. One said, "They consult me all the time. I feel that they listen to me." Relatives and visitors also gave us examples where they had been asked for their views and kept informed where appropriate. One visitor told us, "I've had regular meetings about my relative's care. I've been fully involved and kept informed at all stages. I am very happy with the care they're receiving." Another said, "They don't do anything without explaining first, and asking if they are happy with it." People told us there are a lot of different activities provided, one person said, " I can choose which i want to join, they ask us what we enjoy doing and then introduce it , I'm looking forward to the gardening sessions in the spring."

We received positive feedback from health professionals that visit the service. They told us, “They are good at ringing us early if there is a deterioration in health, that makes it easier to treat. I visit only when they need expert advice and they are good to work with. They listen, and contribute their thoughts as well, as they know their residents.” Another health professional said, "Staff are very knowledgeable about their residents, always polite and welcoming."

People received care and support that met peoples’ diverse health and social care needs. Where required, healthcare professionals were involved in assessing people's needs and provided staff with guidance in line with best practices, which contributed to good outcomes for people. People’s care and treatment is delivered in a way that meets their assessed needs from services that are co-ordinated and responsive. People's protected characteristics under the Equalities Act 2010 were identified. For example, around people's heritage, cultural requirements and gender preferences of their staff. One person’s religious needs were supported by staff members taking them to meetings which had a positive effect on the person. Care plans included details of people’s health, and their social care needs. Health professionals contact details were included who had been involved in the persons care along with detailed notes of treatment given and desired outcomes. Care plans included people’s characteristics and preferences, people were consulted regarding their gender preference of staff support and arrangement had been made to meet those preferences.

Staff said, “We try to ensure we look at people from a holistic way, that means we look at involving the community when we can, we have had mothers and baby groups here, furry friends and religious visitors.” Staff told us how they involve specialists in people’s care when needed. “We get support from health professionals, the tissue viability nurse is really helpful, as are the diabetic team and the frailty team. We work alongside the GP and local authority.” Another staff member said, “We have had had really good input from the Parkinsons support team and we have a regular chiropodist!”

People told us, “They do ensure I see the dentist and optician, they remind me it’s due” and “I have to go to the hospital for check-ups and the staff arrange everything.” One said “I like to have my hair done, and wear nice clothes and the staff help me with that” and “I think they are really good - looking at my every need. Nothing gets missed.”

People told us that they felt well informed and communicated with. People said, “They give us newsletters that tell us what’s happening and about upcoming events” and, “We can ask staff to help and they don’t mind - I can email my family with their support.” Another person said, “Staff always make sure I can reach my bell so I can ask for help if I need it.”

Since 2016 onwards all organisations that provide publicly funded adult social care are legally required to follow the Accessible Information Standard (AIS). The standard was introduced to make sure people are given information in a way they can understand. The standard applies to all people with a disability, impairment or sensory loss and in some circumstances to their carers. Staff were knowledgeable about people's communication needs and there were detailed assessments highlighting support needs within their care plans. This included specific information on how the person communicated, and any aids they might use, such as glasses and hearing aids. There was also information regarding the use of technology to keep safe such as sensor mats, and sensor lights to alert staff of the fact a person was up and moving. Technology was available in the home for people to communicate internally with staff using the call bell system and externally using landlines or mobiles to talk to and receive calls from relatives and friends. There was a broadband system in place and people used this to contact relatives using skype and emails. Notice boards and walls were covered with information about upcoming events or something interesting and attractive to look at. There was some pictorial signage around the home to help orientate people.

Staff told us of how they used communication aids with people such as pictures, large print and i-pads. “We use different ways to communicate because everybody is different, I have used pictures with someone because they are very deaf and it doesn’t feel right to shout. One staff said, “The care plans have a section of how to best communicate and this gets updated as things change.”

The provider told us, “We use complaints to improve the service, we don’t always get it right but we try to work with people and with families. We have an open door policy for everyone and the management team always attend meetings – we also have surveys and comment cards for people to complete. One staff member said, “As a member of care staff I refer to my senior if somebody has a complaint, and it’s always dealt with. Staff told us they had completed questionnaires and used one-to-one supervision meetings with line managers to share their views. One said, “We get opportunities to talk to the management at any time which is pretty good”.

People told us they felt confident in raising any concerns or making a complaint. One person told us, “Yes I know how to moan and I know how to make a complaint.” Another said, “I would tell one of the staff ” One visitor said, “I have been asked to complete forms, however I give feedback all the time.” People told us they felt listened to, comments included, “I get a chance to speak my mind, its usually just minor but I will speak up, and we get sent a survey to complete as well - not sure when last one was though. One person said, “We have meetings that my family come to.” Another said, “I haven’t raised a complaint, but there is a form in our pack, it’s in my drawer and my family would know how to complain as well.” Visitors told us, “I have sometimes raised little concerns and they are always dealt with immediately, very responsive to suggestions.”

The provider had established an accessible effective system for identifying, receiving, recording, handling and responding to complaints. A complaints procedure was in place and displayed in the reception area of the home and in other communal areas. The complaint system was also available on the website for the service. Complaints were recorded and responded to as per the organisational policy. A complaints log was kept and monitored by the registered manager. There was evidence that complaints were fully investigated, responded to, apologies given if there was a need to with actions they were going to take. When compliments and thank you cards had been received these were shared with staff at meetings and showed staff they were appreciated. Satisfaction surveys had been sent out regularly in respect of getting feedback on the service. These were collated and the survey outcomes shared with people families and staff.

People felt they were treated fairly. They told us, “I am treated fairly, we are all treated with respect and I think we are all given the same choices. I have never seen anything that worries me” and “Very nice here, we all get the same amount of attention” and “I am particular about certain things but they accept that from me.”

We managed to speak to three health professionals who work with the service “The premises lends itself to everyone, there are busy areas, quiet areas and activity areas -it also has family areas.” There was equipment provided to help all remain as mobile and independent as possible, and the staff know who to contact if they need advice or access to a specialist team such as for falls or frailty. One health professional said, “They refer people in a timely way and appropriately to the mental health teams and safeguarding. The registered manager and team are knowledgeable and put their residents at the centre of what they do.”

It was clear from the records we reviewed that people can access support and care when they need to, without physical or digital barriers, The physical premises and equipment are accessible to everyone with and without staff support. For example there were lifts to all areas of the premises, moving equipment was made available and everyone who needed equipment had access to appropriate equipment. Therefore people are given support to overcome barriers to ensure equal access and movability. All leaders and staff had completed training in equality and diversity which meant they understood how to access appropriate care, treatment and support, whether from wider society, within organisational processes and culture or from individuals. The provider regular carried out audits of the environment to ensure it was safe and accessible for people. Surveys had been routinely sent out to people to seek their feedback, which the provider used to consistently improve the service and meet peoples requirements.

Staff we spoke with told us how they ensured people were treated equally. They said, “We receive training in equality and diversity -we all try to ensure people get the care and support they want in a way they want. we sometimes struggle with time, but I think we stick to our values and do a good job” and another said, “We meet everyday as a team to discuss support and care , and try to ensure everybody gets the right support.” We get training in supporting people whilst encouraging them to be themselves and express themselves in a way they want.

We saw staff had received training in equality and diversity, and the provider had a policy in place to support the ethos at the home of treating people with fairness, and to protect people from any form of discrimination. Care plans were person centred and considered people’s differences and equality characteristics. Views of people were regularly sought through resident meetings and families were invited to share their views through regular surveys. Staff advocated for people when necessary to ensure they had the right treatment at the right time. Complaints were managed effectively and tracked for themes and patterns, which were used to improve the quality of service.

People were supported to maintain links with community groups and places of worship. We saw several religious groups had been approached by the service to offer worship for people as they preferred. We talked to people who told us they had a range of activities provided, and this included outings and trips. One person said there was “Lots of things we can do, gardening club is coming in the spring, things that we like to do.” Relatives said birthdays and special events were celebrated in the service regularly. People and their relatives were encouraged to share their views, good or bad, with the service so that they could plan improvements. One person us, "If had an issue I would talk to the manager or receptionist, they listen and will do anything to make it better.”

Staff told us how they explore people’s interests, hobbies and beliefs to aim to match them with activities to occupy their time. They told us as a large home with different activities going on around the service, people had more choice about where to spend their leisure time. Staff said people who are up at night, are provided with snack and drinks, and activities such as painting or music if they want something to do. One staff said, “I would 100% recommend my family to live at Southlands due to the support from staff and management.”

People told us that plans for the future were discussed with them. One told us, ”It’s not the best kind of chat to have, but they did ask me in a very nice way -we talked about my wishes and asked if I had any specific wishes, which I did share.” Another said, “The nurse went through everything with me and my family -it all got written down - I did feel relieved it was sorted.”

Staff demonstrated compassion when discussing end of life care. They told us how they supported people with their health and comfort. This included regular mouth care and changing position. One staff said, “We also support families so they can stay and be with their loved ones at this time. We receive specific palliative care training and this is really good training, it includes dignity and respect as well.” Another told us, “It’s a privilege to care for people at this time , some people don’t have family - so we are their family.”

People were supported to make informed choices about their care and to plan their future care while they had the capacity to do so. When people were unable to do so, family and advocates were involved. Staff attended palliative/end of life care training and there was a provider policy and procedure containing relevant information. Care plans identified people's preferences at the end of their life and the service co-ordinated palliative care in the service when this was the person's wish. Care plans also contained information and guidance in respect of peoples' religious wishes and their resuscitation status. Do Not Attempt Resuscitation forms (DNAR) had been discussed with the person where possible, as well as with family, GP and had been reviewed regularly. In some circumstances people have come to Southlands Place from hospital to prepare to go home and just need to build their confidence and independence before returning to their home. Staff worked alongside other health professionals to support them to achieve their goals.