Turn Furlong

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

People felt their needs were met in a way which met their preferences and choices. A person said, “I have good and helpful two-way relationship with the staff, as they ask me everything and they know what is important for me”.

Another person said, “Meals are very enjoyable for me here; I have a chance to meet up with other people here”.

People’s needs were met in a way people preferred and needed. Support was given in a way that showed staff knew people well. Staff were chatting with people and following their preferred routines.

People told us they were involved in reviews of their care. Care plans were very detailed and gave clear, personalised information about people’s needs, preferences and lifestyles. These were updated with changes as needed and reflected people’s involvement.

Staff told us they felt they provided person centred and good care. A staff member told us, “People have choices of whether they want a shower, what they want to wear, and whether to go to the lounge or not during the daytime”.

Another member of staff told us how the food choices for people had improved at the service.

People with varying care needs were living at the service. Staff worked with professionals to ensure the support provided met their needs.

Staff told us they had regular discussions about people they supported.
Staff adapted their approach to meet the individual needs of people they supported.

Feedback from partners seen was positive. They confirmed that staff and management were friendly, approachable and worked well with their services to achieve positive outcomes for people.

Care plans included information from reviews and assessments to ensure equipment and funding was in place. For example, mobility equipment, falls sensors, pressure relieving equipment and increased funding for nursing care. Staff worked with professionals to provide up to date information.

People told us they had access to information as they needed it. This included when they moved in, information about the service.

A relative told us,” We were well informed, and we could understand what type of support our [relative] might need at the end of [their] stay at [Turn Furlong], much more care so we started looking around as soon as [staff] advised us too”.

Staff told us information was shared with people and relatives and that their views were sought. A staff member told us,” Staff have access to people's electronic records, and all staff can see all of the records, have all the information needed, with regards to what they need to know about the person”.

The registered manager used a number of ways to effectively share information. This included newsletters, meetings and events.

Care plans detailed people’s preferred communication methods and ways in which staff should adapt their communication.

People told us there were meetings and they were comfortable to make a complaint or speak up about anything they needed. A person said, “Nothing to complain and I am very good for complaining”. Another person told us” If something is not right, I would always speak with [staff], I asked them if I am allowed my home-made food to be delivered and they said yes”.

Some relatives had reported experiencing dissatisfaction with the service. The managers had acted and had made improvements with regards to people’s expectations of the service and the short term support provided by the multi-disciplinary team. Including reviewing of the information contained within the welcome pack. Other relatives told us how grateful they were to the staff for the care of their loved one.

Staff involved people in decisions about their care and told them what had changed as a result. There were systems and processes in place to seek feedback from people. This included a complaints process, regular meetings and surveys. Due to the nature of the service providing rehabilitation in the community setting following discharge from hospital, the provider had a partnership working agreement in place with their partner organisation, whereby complaints are managed by NHFT with the providers support. As part of this inspection, inspectors reviewed feedback from relatives that complaints were not always handled in a timely manner and this was found to be partially due, to the providers partner’s lengthy complaints process and policy. However, inspectors did see records whereby responses to relatives were documented and people were kept up to date with regards to progress of their complaints.

The Registered Manager told us ' We see a huge diversity of people come into the service and we have reviewed our eligibility criteria with NHFT as we are conscious of not excluding people.'

All feedback and information shared was recorded, with records showing actions taken in response and how the information was shared to effect changes.

People told us they received the care they needed when they needed it. This included any healthcare input. A person said, “It’s a good place when you need extra help and it’s easy for most of professionals to come in one place”.

The service is unique as it was created as a solution to the long-standing challenge around improving flow and outcomes for people. For people who have been referred to avoid emergency admission to hospital or those who have been discharged from acute care. It provides support to multiple different groups of people, including people who are undergoing reablement, rehabilitation or ongoing assessment with medical/nursing needs, people requiring a period of reablement/rehabilitation prior to being able to return home and people with resolving confusion or delirium.

Staff told us they were provided with daily opportunities to request any additional health or social care input that might be needed for people, and this was arranged.

The Registered Manager told us ' We see a huge diversity of people come into the service and we have reviewed our eligibility criteria with NHFT as we are conscious of not excluding people.'

Feedback from partner was positive. They confirmed that management engaged well with their services, and they found staff to be helpful and proactive in their work to ensure people received the care they needed.

The provider had a clear system in place to ensure all people had access to care, support and treatment outside of the service as needed; such as the enhanced care practitioner, out of hours GP, or escalation to emergency services if needed.

People with varying needs, backgrounds and cultures were supported by the home. They told us they felt well supported. Our observations found people were supported as individuals and they had the freedom to live how they chose.

The service produced benefits for people that included, improved outcomes, goal-based therapy, person centred holistic approach, timely discharge from acute hospitals and an increased flexibility and availability of beds.

A visiting friend told us, “Staff are lovely with our [friend], always asking if they can do this or that, we have no problems at all. [Staff] are lovely to us; we come and stay as much as we want. Always offer us to help ourselves in the kitchen with hot drinks”.

Staff told us people were treated equally and as individuals.

The service had policies and processes in place to ensure people were treated equally and took action to ensure all people were provided with opportunities to give feedback about their care.

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.

Staff were able to clearly explain what good end of life care looked like. They told us about a holistic approach in place.

Where people were identified as moving towards end of life, anticipatory medicines were in place to ensure the person remained comfortable and pain free.