Elliscombe 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

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

People were at the centre of their care and treatment choices and they decided, in partnership with others if appropriate, how to respond to any relevant changes in their needs.

People had mixed knowledge of care plans. One person said, “They [staff] have changed the care plan to say I have higher needs.” Another person told us, “I don’t know anything about a care plan.”

People’s care records had improved since our last assessment. They were written in a person-centred way and the management team had worked with staff to ensure they provided sufficient detail about how to deliver people’s care and support. These were regularly reviewed to make sure they continued to accurately reflect people’s needs and wishes. However, some care plans needed information added to them. For example, 2 people wore a monitoring device for a particular health condition. This was not in their care plans. These issues were discussed with the home’s clinical lead nurse who will ensure this was improved.

The management team 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 were supported to attend health appointments. One staff member said, “I book all transport for people's health appointments and ensure staff are available to support people to attend appointments.” A GP also visited the home every week. Staff responded to people’s changing needs and liaised with other professionals to make sure people received consistent care.

The management team supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Staff understood the importance of communicating with people in a person-centred way to ensure people’s needs were met. Where people needed support with communication, this was recorded in their care plan so staff knew how to communicate with them effectively.

The management team 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. Feedback from people about their care was taken seriously and acted upon. One person told us, “We have resident’s meetings once a month, where we can raise issues or concerns. I would go to [staff name] if I needed to, she is very efficient.”

People and their relatives told us they knew how to complain and felt able to raise any issues or concerns with the registered manager and staff. People and their relatives told us they were confident they could take any issues to the registered manager or the care supervisors and they would be listened to and acted upon. One person told us, “If I had a concern or issue I would speak to anyone. [Staff are] interested in your opinion."

The management team made sure that people could access the care, support and treatment they needed when they needed it. People had been supported to access external health care services appropriately.

Staff and the management team 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 had completed relevant training to help make sure they understood and were able to meet people’s different needs.

People received person-centred care which met their needs. Each person had a care plan which recorded the outcomes they wanted to achieve and contained information about how they wanted to be supported.

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.

The service recognised the need to be led by people's wishes when planning to provide end of life care. Sensitive conversations about end of life care were held, where appropriate, with people and their relatives.