Poplars Care Home

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 service met people’s needs.

The last rating for this key question was 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.

Staff made sure people received person-centred care which met their needs and preferences. They created detailed care plans which included information about people’s past, their current needs and the things that were important to them. The provider adapted people’s care when there was a change in their needs.

A staff member told us, “If I notice a change in someone’s behaviour or appearance, no matter how small, I monitor these and work with others to decide the best way to respond to these changes.”

The provider employed a member of staff who planned, organised and facilitated activities. These were well advertised and people made choices about what they wanted to do. Staff supported people to follow individual hobbies as well as being invited to group activities. Comments from people and their relatives included, “The social activities are very good”, “Activities have made a big difference to [person]” and “[Staff member] who runs the activities is very enthusiastic and people love to join in.”

Staff supported people to have joined up care with other services. They worked closely with other professionals and shared information with them. Staff supported people to attend appointments when needed.

Managers and staff provided a range of information for people in accessible formats.

People were given copies of their care plans. The provider translated these into different languages and formats when needed.

The provider produced information about recognising and reporting abuse and making complaints in easy to read, pictorial and video formats. They shared the videos online and regularly showed this to people via the television in communal areas. Managers told us they were developing other videos like this for different processes.

Staff assessed people’s communication needs and information about these was included in care plans. People were supported to communicate in ways that were meaningful to them. Some people used technology and equipment to help make themselves understood and to understand staff. Staff completed training about sensory needs and how to communicate well.

Staff used translator applications to help communicate with people who did not speak English as a first language. The provider employed staff who spoke a number of different languages.

The provider had systems to listen to and involve people. They carried out regular surveys to ask people about their experiences. They involved people in reviews of their care and asked for their contributions to care plans. Staff held monthly meetings for people using the service. Meetings were used to share information and ask for people’s feedback. Comments from people and their relatives included, “I attend meetings. These are useful” and “If you say something at a meeting, staff listen to you.”

A staff member told us, “I believe we listen very well to people. We have good relationships with them and their families. People seem confident raising concerns and we always act on feedback.”

There was a suitable complaints procedure. People and their relatives told us they knew what to do if they had concerns. A person told us, “I would feel comfortable making a complaint” and a relative commented, “If [person] was not happy about something, [they] would let staff know.”

Staff supported people to access the services and care they needed. The provider was a member of a local community transport scheme. They were able to source transport to help access a range of social events. Staff supported people to attend places of worship and medical appointments. Comments from people using the service included, “A carer always goes with me to hospital appointments” and “I am accompanied by staff when I go out.” Managers told us they had supported 1 person to join a scheme which allowed them to access toilet facilities quickly and without challenge when they were in the community. Staff supported 1 person to visit a specialist supermarket to purchase food which met their cultural needs. They used these to help create a personalised menu for the person. Staff worked with people to support them to overcome barriers to accessing the services and activities they wanted. For example, staff told us about 1 person who had high levels of anxiety and feared going out alone. The staff helped the person with gradual exposure to different aspects of using the community to help them feel safe.

Staff adapted care to reflect people’s preferences, backgrounds, and circumstances. Staff completed training about equality and diversity. There were appropriate procedures in place. People told us they did not experience discrimination at the service. The provider had undertaken an audit of whether the service was inclusive for people who identified as LGBT+ (Lesbian, Gay, Bisexual and Transgender). Following this the provider made pledges to ensure inclusivity and further improve the service.

People were supported to plan for the future. They were asked about wishes for end-of-life care and in the event of their death. Staff helped people plan to meet these wishes. Managers explained they had supported 1 person’s family member to move to the service for the last week of their lives so the family members could live together at this important time. Staff undertook training about end-of-life care. The provider worked closely with palliative care teams to create personalised end of care support in line with people’s wishes. A professional told us, “Staff are pretty good with their knowledge. They work with us and others to provide good care for people at the end of their lives.” Staff acknowledged the impact bereavement had for people. They supported people with their emotions and wellbeing following personal loss. The provider supported people to plan objectives for the future. For example, people who wanted to become more independent. A manager explained to us they adapted the service to meet people’s needs. They said, “We want to ensure long lasting placements for people who need this and adapt our service to fit them.”