Polesworth Group Friary Road

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.

People had individual plans of care which gave staff the information they needed to provide safe care to people. These were person-centred and contained detailed information about people’s likes and dislikes and how to support them in a way they wished for.

Within a ‘Service User Guide’ there was accessible information in a pictorial format informing people about the service and what care and support they would receive. At the time of our inspection, this was generic and not individual focused. However, the provider’s current transition plans toward a new electronic format would allow for a more personalised accessible format for people. During our inspection, we were shown examples of the new care planning system and how sections were being populated with a person-centred approach.

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.

The provider worked with psychologists, community nurses and GPs to ensure people received the care and support they needed.

The provider ensured people received consistency in their care, this reduced risks of people experiencing anxiety. A stable and consistent staff team enabled consistent care and support for people and people knew staff by name.

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

The provider met the Accessible Information Standard; ensuring important information was made available to people in formats they could access. For example, information about safeguarding and complaints.

One staff member gave us an example of when they had used pictorial images about a specific surgical procedure to enable 1 person to understand what they needed doing and what would happen. This meant the person’s worry about the procedure was reduced.

The provider had further plans in place to make individual plans of care more accessible as reported in the above section; Person Centred Care.

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.

Everyone living at the home expressed they were happy living there. People felt listened to and involved in their care.

People told us they had no complaints. One person said, “I have had never had any problems with complaints or things bothering me, if I did, I would talk to staff. Staff always tell me, if anything is bothering me, to tell them and they will sort it out.” Relatives had no complaints about the service.

Systems and processes were in place to gain feedback from people and relatives. The management team analysed this and where improvements were needed, actions were taken.

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

The management and staff team understood the diverse needs of people and delivered care that supported choice. The provider’s services were for people with a learning disability, and / or autistic people and some people had mental health support needs to reduce risks of anxiety. Staff understood people’s needs and worked together to ensure people could access the services they needed.

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.

One staff member gave us an example of when they had advocated for a person. This person had experienced numerous health issues with their ear. The staff member had noticed there was a cycle of antibiotics and ear syringing so, on a further visit to the GP with the person, they asked if a referral to a specialist could be made. This resulted in a specific diagnosis and special cream being given.

Staff spoken with all gave examples of how they enabled people to access community places and activities. As it was a pleasant day during our inspection visit, 1 staff member suggested some go out for a local walk. Another staff member said, “We often go out for meals, a picnic, local pubs, shops and leisure places. Plus, if people want to meet a friend there, we facilitate that and co-ordinate times to meet.”

The provider had policies on equality and diversity, and the staff team were supported in creating an inclusive culture for colleagues and people living at the home.

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 were supported to discuss their future wishes if they wanted to. For example, 1 person had informed staff they did not wish to go into hospital if they became poorly and the home could continue to meet their needs. They had recorded their choice of specific hymns for a funeral service and outlined their wishes.

At the time of our inspection, no one living at the home had deteriorating health or was receiving end of life care. However, staff told us that in the event of such they would work with healthcare professionals and provide support for the person at the home whenever possible.