Belgravia 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.

At our last assessment we rated this key question good. At this assessment the rating has remained 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.

Records we reviewed showed people and when appropriate their relatives, were involved in care planning. People told us they were able to discuss their care needs. One person told us, “I have a good friendship with the staff and managers. They are very approachable, always willing to listen.” A further person shared that they felt staff knew their needs and the help they needed.

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.

People received care from staff who were working closely with other services. Recommendations from health professionals were recorded and shared with staff. Records showed that if people’s needs changed, further advice was sought, and care was adapted to meet those needs.

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

We observed people were supported in a way that met their individual communication needs. For example, we observed staff supporting people to communicate by ensuring they had time and space to consider the information and respond at their own pace. Care records contained guidance on how best to communicate with individuals, so their individual needs were met.

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.

The provider had systems for people to share feedback and ideas, or raise complaints about their care, treatment and support. There was a complaints procedure in place which was accessible to people and those who were important to them. The registered manager told us they preferred to resolve any concerns before they became complaints and we saw where a complaint was made, this was investigated and resolved.

There was a suggestion box in the lounge and people could raise any suggestions with staff or at ‘residents’ meetings’. We viewed a sample of meeting minutes and saw whenever possible, people’s suggestions were actioned.

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

The provider ensured people could access the care, support and treatment they needed when they needed it. Relatives told us their family member’s rights were upheld as people were referred to appropriate professionals to ensure equity in accessing services. Staff told us they worked to ensure people’s rights were upheld, and they would challenge any discrimination. One staff member commented, “I’m proud of being here and championing people’s rights.”

Overall, premises were accessible. Ramps and a lift were in place to support people who had mobility challenges and mobility aids had been installed in bathrooms. There was a small courtyard which was not accessible to people with mobility challenges. The provider had sought to resolve this, but expert guidance and advice had been unable to find solution. The operations manager said they would continue to look for a resolution to this. This demonstrated the provider was solution focused when considering the barriers some people may experience.

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.

Staff were respectful of people’s differences. Their interactions with people showed an awareness of valuing differences in others. One staff member commented, “We respect people’s differences and help people live as independently as possible.” Care records demonstrated people were able to access services when these were needed to meet their individual and unique needs. Records showed individualised care was delivered to meet people’s 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.

Where people had shared their end of life wishes, these were documented and known by staff. Care records were written in a respectful manner and detailed decisions and choices made by people.