Folkestone 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 79 (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 received person-centred care. Care plans were person-centred, based around the needs of the individual, and people were involved in developing their care plans. This helped ensure they reflected what was important to the person. People were able to personalise their bedroom to their own tastes. A person told us, “I was allowed to bring a lot of things from my home, so this room feels home now. They let me bring all my ornaments and put up all these shelves you see I have around the room, even my cabinet from home over there.”
 

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.

The provider worked with people and their relatives to provide consistent care. People’s needs were understood by staff. The provider worked with the local authority to meet people’s needs. People’s needs were met in relation to equality and diversity. For example, through the provision of culturally appropriate food and representatives of faith groups who regularly visited the service. The staff team at the service reflected the cultural diversity of the local area.

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

People’s communication needs were covered in their care plans and staff demonstrated a good ability to communicate with people. The staff team spoke diverse languages which helped with their communication with different people. A relative told us, “The good thing is the staff members talk to [person] in the language they know.” The provider held residents and relatives’ meetings, and produced a newsletter to share information with relevant persons.

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.

There were systems for people to be involved and express their point of view. Surveys were carried out by the provider to get feedback from people. The most recent survey contained mostly positive feedback. Relatives and residents’ meetings were also held which gave people the opportunity of raising matters of importance to them. The most recent meeting included discussions about menus, activities and refurbishments within the home.

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

People had access to community-based services. This included health care services such as GPs, dentists and social and leisure activities. The service employed an activities coordinator. They were on leave on the day of our inspection, but we observed staff supporting people to be involved in activities, including exercise and dance, pancake making and crafts. The registered manager told us visiting entertainers visited the service on occasions and people were supported to access the community, for example, going to the pub or shops. A person told us, “I like to go to church sometimes and I only have to ask, and they arrange it and a carer comes with me. If I want to go shopping for clothes or to the bank I only have to ask and its arranged.”

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 supported people in areas such as personal care and medicines. This was done in line with people’s assessed needs. The service also worked alongside other agencies such the local authority and health care professionals to help ensure people’s needs were met. The provider had a policy on equality and diversity which helped to guide practice in this area. The provider held various celebrations to reflect people’s differing cultures within the service.

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.

The registered manager told us no one was receiving end of life care at the time of our inspection. However, care plans included information about this and do not attempt resuscitation guidance for people was documented as appropriate. The provider had an End-of-Life policy to guide practice in this area.