Threeways Nursing 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 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 were treated as individuals and received care and support from staff who were familiar with their care and support needs.

Work was ongoing to ensure all care plans were detailed and person centred. A new care plan review document had been started this month. This was mapped to electronic care system, to assist and guide RN’s with recording on the system.

Reviewed care plans were person centred and had been written to include people’s needs, strengths and preferences, alongside their care and nursing needs. People’s mental and physical health was considered with emphasis on emotional and spiritual support. Staff told us, “This is not just a nursing home, the most important thing is how the person is feeling, it's a holistic 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.

Threeways Nursing Home accepted fast track referrals for people in need of urgent placement and worked effectively with other health professionals to support transitions for individuals moving between services.

Staff worked closely with other healthcare professionals and developed an effective working partnership with other specialists and agencies involved in people’s care and support. Advice and information from other specialists had been documented in people’s care plans and information cascaded to staff to ensure thy were aware. This ensured people received appropriate care based on their current needs.

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

Communication needs were assessed and reviewed. Staff told us they tailored their communication to assist them when providing care to people. For people living with dementia, information was documented to advise staff on effective ways to communicate with the individual. For example, providing simple instructions, and how a person may use facial expression to communicate with staff. As well as hearing and visual impairments, care plans supported staff when communicating with people who may become anxious or upset. Information prompted staff to speak to the person calmly, clearly, and at their pace, allowing time for them to respond, and reinforcing understanding by confirming instructions or information with the person, repeating information as needed.

Accessible information was provided to help people understand their rights, including how to make a complaint or contact external agencies if they were unhappy with their care. This included information regarding advocacy services available for people.

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.

The home had a complaints procedure and a copy of this was displayed in the reception area. Everyone we spoke to told us they would be comfortable to rase and discuss any concerns with staff should they arise. The service had systems in place to ensure people could feedback on the care provided through various channels. This included residents, relatives and staff meetings and surveys. These offered people and relatives an opportunity to raise any queries and provide input into the day to day running of the home. All feedback received and questionnaire responses were used to identify areas where things had gone well as well as identifying any areas for improvement.

The resident of the day was a further opportunity for people or their relatives to share any constructive feedback. Management discussions with people and families were documented. This provided a clear audit trail and timeline to record discussions and any changes implemented to a person care. Relatives feedback included, “The team's governance and diligence is outstanding and I have every confidence in your decisions and actions.” Next of kin, and people with a legal right to be involved in a persons care, had access to the electronic care system to view care relevant care information about people. This enabled relatives to remain involved in people’s care and share any additions or changes they felt were relevant.

Staff had regular meetings and also received one to one and group supervision.

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

Policies and procedures underpinned working practices within the home. Policies were available for staff and a policy of the week was identified by management and emailed to staff. Emails included a brief explanation regarding how the policy related to the home and care provision. Staff were required to confirm when they had read the policy.

People had access to external support and services when required. Health professionals and specialist input was clearly recorded in people’s care documentation.Staff responded promptly to people’s needs, including referrals to other health professionals when required. Staff worked with healthcare specialists to ensure equal access for people and continuity of care

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’s rights were respected regardless of a persons cultural, health or social differences. People told us they felt they were treated fairly and their individual needs were respected and valued.

Staff supported people to have equal access to care, experiences, and outcomes. For people who were unable to access group activities in communal areas or go out of the home due to their health needs, activity and well being staff spent time with them in their rooms to ensure they could participate in meaningful activities and they did not become socially isolated.

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.

Care plans were in place regarding advanced planning. Do not attempt resuscitation (DNACPR) and Recommended Summary Plans for Emergency Care and Treatment (ReSPECT) forms were in place detailing people’s wishes and choices, these had been discussed with the person and any family involved in significant discussions about treatment and future care.

‘Just in case’ (JIC) medicines were requested when a person was identified as nearing the end of their life. JIC medicines can be used to reduce people’s symptoms and help them to remain pain free.

Emphasis was placed on ensuring care was respectful, people’s privacy was considered and families were offered space and time with their loved one as they reached the end of their life. Bereavement support was available for families, including support and guidance in relation to funeral arrangements if needed.