Aurem Care (The Red 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 outstanding. At this assessment the rating has changed to good. This meant people’s needs were always met.

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.

The provider did not always make sure people were at the centre of their care and treatment choices and they did not always work in partnership with people, to decide how to respond to any relevant changes in people’s needs.

We observed that multiple bedrooms lacked any personalisation and did not look homely. A non-personalised room can make a person feel like a ‘patient’ in a hospital, rather than a resident in their own home. In addition, the service environment did not lend itself to supporting people living with dementia. Dementia-friendly environments use clear signage, color-coded areas, and distinct, simple layouts to help people living with dementia find their own way around. We found there were no memory boxes (or an alternative) outside people’s bedrooms or bathrooms to help orientate them.

We noted that the majority of care plans had limited or no life history relating to the person. Staff we spoke with also lacked knowledge of people’s life history. Including a person's life history is crucial for delivering personalised care that treats the individual rather than just their condition. It enables tailored, meaningful care, and provides vital context for effective communication and interaction, particularly for those living with dementia.

However, there was information in the majority of people’s care plans around their preferred routines. This included when they preferred to go to bed and get up and what comforts they wanted with them at night. One relative fed back, “Whereas I used to dread visits to her previous care homes, the team at Red House always create a relaxed and positive atmosphere and we are able to have coffee together, either in the main lounge, or outside in the beautiful garden.”

The provider understood the diverse health needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

People’s care records evidenced they received consistent care across different settings and from different healthcare professionals. This included with their GP and community nursing teams. A record for each person was maintained detailing visits and communication with other professionals. This ensured continuity and timely responses to changes in health.

One external professional fed back, “Referrals to our team for assessments/reviews always seem timely and appropriate, and the nurses and management are responsive to queries in relation to the residents whilst under our service.”

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

People had communication care plans in place which ensured staff were aware of their preferred methods of communication. The provider ensured information was available in formats that were tailored to persons needs and in line with The Accessible Information Standard (AIS). The AIS sets out how organisations should ensure people who have a disability, impairment or sensory loss get information they can access and understand and any communication support they need from health and care services. One relative told us, “Care wise the plan is detailed and regularly reviewed with me and followed carefully.”

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.

People and relatives said staff listened to them and took their views seriously. Comments included, “We go to relatives’ meetings, and we are encouraged regularly to give feedback” and

“Never had a reason to complain but would if we needed to and we feel we would be listened to.” There were resident and relatives’ meetings where they were given opportunities to provide feedback and hear about any changes taking place at the service.

Leaders told us they encouraged people and relatives to raise issues, and that concerns were shared with the whole team so improvements could be made. Relatives said they were involved in care plan updates and consulted on any proposed changes. One relative told us, “Relatives are given updates on their loved ones and meetings are arranged regularly.” A member of staff said, “We have staff meetings and we are all given the opportunity to talk. Everyone is friendly and the nurses help a lot.”

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

People were supported to access external services whenever they needed them. When someone was unable to attend appointments, arrangements were made for the support to be provided within the service. A relative fed back, “[Family member] has needed to have surgery …and staff at Red House made sure they arranged and coordinated everything, so my mother did not have to worry or get stressed about how to organise anything.”

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.

People reported being treated fairly and respectfully, with no concerns about discrimination. Staff demonstrated an understanding of equality and human rights and told us they felt confident advocating for people if needed. Relatives consistently described positive experiences and said their family members were safe, comfortable and well cared for regardless of their abilities or health conditions. One relative fed back, “The family never had to worry about any of his appointments as you always ensured that he is escorted in your purpose-built minivan which meant we could rest assured that he is supported in every way.”

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 and relatives were supported to discuss future needs, and staff demonstrated an understanding of good end‑of‑life care. People felt staff treated them with compassion when discussing future wishes. Feedback from relatives to the service about the care of their loved ones nearing the end of their life included, “We wanted to say a huge thank you to everyone who showed love and care for our beloved [family member]. We are going to miss her terribly but feel very grateful that she was so well looked after under your care” and “The Management and staff did everything possible to make [family member’s] life a happy and healthy one and we will be forever grateful for all that they did and for their love and kindness.”