Parkfield Grange

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 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.

Staff took time to engage with people, understand what was important to them and provide support in ways which reflected their wishes and preferences. People were encouraged to make choices about their care and daily lives, including how and when support was provided. Staff worked with people and, where appropriate, those important to them to ensure care remained responsive when needs changed.

Care plans contained information about people's physical, mental, emotional and social needs, alongside details of their personal histories, interests, routines and preferences. This helped staff provide care which was tailored to the individual.

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.

Leaders described effective partnership working with healthcare providers and the use of shared systems to support joined-up care.

Communication within the service was well established. Daily clinical meetings were used to share information about people's needs, risks and any changes in circumstances, helping staff maintain an up-to-date understanding of the people they supported and provide consistent care across the home.

Staff responded appropriately to changes in people's health and wellbeing. Where concerns were identified, appropriate treatment was sought and referrals were made to relevant healthcare professionals.

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

People’s information and communication needs were considered as part of the assessment process and recorded within care records, including any requirements for accessible information. Communication care plans provided staff with guidance on how people’s health conditions affected their ability to communicate and outlined the most appropriate ways to support effective communication.

The service promoted the sharing of information to help ensure people received consistent care and support. Relatives were kept informed about important aspects of people's health and wellbeing and were involved in care reviews where appropriate. One relative told us, “Weekly emails, copies of meeting minutes, activity programmes and menus are sent out.” Information was also shared effectively between staff through meetings, handovers and written communications, helping to ensure changes in people's needs were understood and acted upon promptly.

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 service sought feedback through care reviews, resident and relative meetings, satisfaction surveys and day-to-day conversations. Records and feedback demonstrated people and their relatives were involved in care planning and reviews and felt able to express their wishes, preferences and concerns. People and relatives told us staff listened to them and acted on the feedback they provided. One relative said, “I can speak with the manager, who is always receptive,” while another told us, “Staff discuss everything with [person] and us.” People and relatives were aware of how to raise concerns and were confident these would be addressed. One person explained how they had a complaint about the food, and how this was addressed promptly by staff. The provider had systems in place to manage complaints and share learning. Information about how to raise concerns was available, and relatives told us they felt comfortable speaking to staff or management if issues arose.

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

People were able to access healthcare services and support when needed, and staff responded appropriately when changes in health or wellbeing were identified.

The service considered people’s individual needs before admission to ensure care could be provided safely and appropriately. Assessments explored areas such as health conditions, cultural needs, communication requirements and involvement from other healthcare professionals.

The service worked collaboratively with healthcare partners to help people access specialist advice and treatment when required.

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.

The service demonstrated a commitment to promoting equality, diversity and inclusion and ensuring people received care which reflected their individual needs and circumstances. People's communication, mobility, dietary, cultural and healthcare needs were assessed and recorded, and care plans provided staff with guidance on how to support people in a personalised way.

Staff received equality and diversity training and were able to describe how they respected people's rights, preferences and individuality. Staff understood how inequalities could affect people's experiences and outcomes and were confident in adapting support to meet individual 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.

People’s future wishes and preferences were explored and documented to help ensure care remained person-centred throughout their time at the service. Care records contained information about what was important to people, their values, and their preferences for future care, including end-of-life support where appropriate.

Records showed advance care planning arrangements were discussed and documented, including decisions relating to resuscitation and future treatment. Where relevant, Do Not Attempt Cardiopulmonary Resuscitation (DNACPR) decisions were in place and evidence demonstrated people, or those acting on their behalf, had opportunities to discuss and review these arrangements as circumstances changed.