Bentley Court 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 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 68 (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. Care plans were in place and reviewed regularly however they sometimes lacked detail about people’s individual preferences. Staff were not always following peoples care plans which meant people did not always receive person-centred care. However, people told us they received care which met their needs and preferences. One person told us, “The staff are very nice, and I am pleased with my room. Staff do listen to me.” Relatives felt people’s needs were understood and staff knew people well. One relative told us, “I feel that they know [person’s name] well. When I’m here the staff have a laugh with them. Whenever I come in their clothes have been changed and they are well dressed. Their hair is washed, and they change their clothes when needed throughout the day.”

The provider did not always meet the diverse needs of people. The electronic care planning system had been put in place to ensure continuity of care. Staff however were not always following the information which was included and delivering peoples care as the system described. The provider told us staff members come that came from diverse cultural backgrounds which allowed them to better understand and meet peoples varied needs. We saw the provider worked closely with other agencies to tailor peoples support to meet their needs.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People and relatives were happy with how information was provided. The provider told us they were able to support people with a variety of communication needs. They described using clear simple language and visual aids to help people understand. We saw there were pictures used alongside language to support people to understand different pieces of information such as menus and signage for toilets and bathrooms. People had their communication needs assessed, and information was provided in a format which they could understand. Staff told us care plans guided them in how to communicate with people and records we saw supported this.

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 their relatives understood how to make a complaint and felt there were not any areas they would wish to see improvements. One person told us, “I’ve never had to complain about anything, and I couldn’t say what improvements could be made.” Relatives also noted they felt engaged in peoples care and could approach the staff if they needed to. One relative told us, “If I had any complaints I would go to the manager, but [person’s name] has been here for 2 years, and I have a good relationship with staff, I can talk to them. They do update me with information if I ask them.” The provider had a system in place to learn from people’s feedback, they had regular resident meetings and used surveys. When people shared their ideas, the provider gave feedback on how the information was used. A complaints policy was in place which enabled any complaints to receive a response.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Leaders told us timely referrals to a range of different health professionals were made when required. The provider had processes in place to ensure requests and referrals were made for additional support from the rapid response team to help prevent hospital admissions and manage acute illness. People had regular input from speech and language therapists when needed to manage concerns with dysphasia and aspiration when eating and drinking. We saw staff made referrals to falls prevention services for anyone experiencing falls. The advice given by professionals was incorporated into people’s care plans to enhance their care and meet their diverse needs.

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 provider had a policy in place to ensure people using the service, employees and those engaged in the service are treated equitably irrespective of their protected characteristics. Staff had undertaken equality and diversity training to ensure they understood how to apply the policy. We saw peoples care records gathered information about any protected characteristics and how people wished to be supported. Staff understood this information and used it to provide equitable care.

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 their relatives raised no concerns about planning for the future. The provider told us they worked in partnership with local hospice services to ensure people were provided with support if they required palliative or end of life care. People had been asked as part of their care plan for information about their future wishes. Information for staff was included about whether the person wanted to have their needs met at the home or in hospital and covered any other expressed wishes for the end of their life.