Ormesby 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 as good. At this assessment the rating has remained as 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.

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.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

The provider was exceptional at enabling people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff always involved people in decisions about their care and told them what had changed as a result.

People were actively involved in monitoring the quality of the service and recognised for their contributions. Leaders had developed a quality checker initiative which enabled people to complete audits of areas such as food, activities and health and safety. These checks were completed using accessible formats, including pictorial tools, to support meaningful participation. One person proudly told us they carried out quality checks and informed staff when things needed attention. Another person undertook environmental checks within the home, including monitoring waste management arrangements. Leaders spoke positively about the quality checker programme. These opportunities helped people influence how services were delivered and demonstrated a culture where people were viewed as partners in quality improvement.

Regular resident meetings enabled people to share feedback about activities, food, events and changes within the service. Records showed people discussed topics important to them and actions were taken in response to their suggestions, such as requesting new menu options, future activities and cultural events.

Relatives told us they were involved in reviews, received regular communication and felt able to raise concerns or suggestions at any times. Family coffee mornings and ongoing discussions provided additional opportunities to influence service development. Relatives consistently described leaders as approachable and responsive. They felt their views were listened to and acted upon.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.