Neville House Residential Home

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence.

At our last assessment we rated this key question good. At this assessment the rating has remained good.

This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

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’s care and treatment was effective by assessing and reviewing their health, care, wellbeing and communication needs with them.

People received tailored support that was centred around their assessed needs, choices and decisions. There was a clear referral and assessment process in place to help ensure people’s needs could be met before they moved into the service.

Care plans and risk assessments were reviewed and updated monthly, or when people's needs changed. Staff recognised changes in people's health and wellbeing and took appropriate action, including seeking advice from healthcare professionals and following guidance when required.

The provider planned and delivered people’s care and treatment with them, including what was important and mattered to them. They did this in line with legislation and current evidence-based good practice and standards.

The registered manager demonstrated an understanding of current good practice to assess and meet people’s needs. They ensured care plans gave staff the right level of information to meet people’s needs. People received support from staff who had the right training and support.

Staff were aware of people's nutritional needs and had clear information within care plans to support with this. Fluid and nutrition charts were put in place to monitor people’s food and drink intake. A relative told us, “Staff are always encouraging the residents to drink.”

The provider worked well across teams and services to support people. They made sure people only needed to tell their story once by sharing their assessment of needs when people moved between different services.

People received personalised and coordinated care. We saw evidence of staff working in partnership with GPs, district nurses and specialist healthcare professionals, including dentists and audiologists. A visiting professional told us, “I visit regularly. It is lovely, the staff are lovely. They will do anything to help. The staff know the residents, and they make referrals appropriately and follow instructions.”

Staff were kept up to date about any risks or changes in people's needs through regular handovers and daily communication books. Care plans were updated to reflect any changes to people’s care and support.

The provider supported people to manage their health and wellbeing to maximise their independence, choice and control. Staff supported people to live healthier lives and where possible, reduce their future needs for care and support.

People and their families had regular access to support from healthcare professionals. The service had weekly telephone calls with their nominated GP to discuss any changes in people’s needs or presentations. This meant staff could spot changes early and get the right support quickly, helping to prevent unnecessary hospital admissions.

People told us they were encouraged to stay as independent as possible to reduce their future needs for care and support. One person said, “Staff do help me with things, but I can do some things for myself. They support me to maintain my independence.”

The provider routinely monitored people’s care and treatment to continuously improve it. They ensured that outcomes were positive and consistent, and that they met both clinical expectations and the expectations of people themselves.

People’s weights were monitored and used to calculate a MUST (Malnutrition Universal Screening Tool) score. MUST help staff to check if someone is at risk of malnutrition and to access appropriate support from healthcare professionals if required. Staff also used a tool to identify people who were more likely to develop pressure sores, so steps can be taken to prevent them.

People and their relatives spoke positively about the impact the service had on their wellbeing and quality of life.Some relatives told us their relative had become more mobile since moving into the service because of the care and support they received.

The provider told people about their rights around consent and respected these when delivering person-centred care and treatment.

When people lacked capacity to make specific decisions, staff demonstrated an awareness of making decisions in people’s best interests and the need to work within relevant legal frameworks. This helped make sure people received care that respected their needs, choices and rights.

Staff understood the importance of gaining people’s consent before care was provided. People told us, “They [staff] always ask before they do anything” and “I suppose they do ask for consent and tell me what they’re doing [when providing personal care].”