Goldenview 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

Responsive – this means we looked for evidence that the provider met people’s needs.

This is the first assessment for this newly registered service. This key question has been rated good. This meant people’s needs were met through good organisation and delivery.

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.

The provider made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

Wherever possible, people were consulted directly, and relatives were contacted to discuss needs and agree any required changes. Professionals were involved appropriately, and advice was sought to support safe and effective care planning.

Plans were already in place to introduce a more robust and structured oversight system once the D2A process at the service had concluded. This included implementing a ‘resident of the day’ approach, designed to ensure each person received a focused, holistic review on a rotating basis to strengthen monitoring, and enhance communication between staff, residents and relatives. This system was expected to support more proactive care planning and provide clearer accountability across the team.

The registered manager said, “We involve relatives where we can and once resident of the day is in place, this will be an even better system.”

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

As part of the assessment process, staff sensitively asked people and their relatives whether they wished to disclose any protected characteristics, using this information to understand how people could be best supported in a way that respected identity, culture and personal preference. This approach helped shape personalised care plans that reflected what mattered most to each person.

The provider also supported staff with diverse needs, encouraging them to be their authentic selves at work. For example, staff celebrated a multicultural day where everyone came together to celebrate their different cultures. This created a more inclusive environment where staff felt valued and confident, strengthening relationships with people living at Goldenview and improving the quality of care delivered.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

Care records were detailed, person‑centred and used to guide staff in delivering safe and consistent support. Records were regularly reviewed and updated to ensure they reflected any changes in people’s needs, preferences or risks.

During the inspection, we identified that some minor discrepancies in information, however the registered manager was responsive to this feedback, taking immediate action to ensure the necessary updates were completed.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

Regular meetings were held with staff to discuss any changes in people’s needs and ensure everyone remained informed and consistent in their approach to care. Communication between management and staff was effective and well‑structured, meaning everyone understood their responsibilities and what was expected of them.

Residents and relatives were invited to take part in routine meetings, giving them meaningful opportunities to provide feedback on the general running of the service and to share new ideas or suggestions. This open and inclusive approach supported continuous improvement and helped ensure the service remained responsive to the views of the people who used it.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

There was an open and inclusive culture within the service, which helped ensure people felt comfortable accessing care and support whenever they needed it. Staff promoted a welcoming environment where individuals were listened to, respected and encouraged to express their views. This meant people and their relatives were able to engage confidently with the service and contributed to care that was responsive, accessible and aligned with their personal needs.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

Where people were more likely to experience inequality, this was reviewed, assessed and proactively addressed. Staff took time to listen to people and their relatives, ensuring they understood any barriers individuals faced and how these could be reduced. Care was then tailored to each person’s needs, wishes and communication preferences so that support remained accessible, inclusive and aligned with what mattered most to them. People were supported to be fully involved in decisions about their care, helping to promote equity, dignity and positive outcomes.

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 had ReSPECT (Recommended Summary Plans for Emergency Care and Treatment) forms in place. These documents record a person’s wishes and clinical recommendations about the care and treatment they would want in an emergency, including decisions about resuscitation. As part of the assessment and ongoing review process, people were asked about their future care preferences, including wishes relating to end‑of‑life care.

These discussions were documented clearly so that staff had the information they needed to follow people’s plans and ensure care remained aligned with their values and choices.