Sudbury Care Homes Limited

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’s aspirations were identified and respected. People’s care and support plans were clear and included their preferred activities and what made them happy and fulfilled. Care plans detailed people’s likes and dislikes, things that were important to them and what staff needed to know to keep them safe from avoidable harm.

Care notes were completed appropriately and respectfully, and included details of any event, activities and interactions, and any healthcare concerns.

People had access to events and activities such as going to the local pub to have a meal or a drink, joining Zumba classes and going on holidays. The registered manager also involved people in planning event in the home, such as afternoon tea for family visits.

We witnessed staff delivering person-centred support that met people’s needs. People appeared happy to engage with the staff, chatting about their plans for the day. On the day of our assessment people were asked what they would like for lunch, they chose to go to the pub to eat, and staff were happy to support this.

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.

Relatives we spoke to told us staff understood their family members care needs and that they worked well with multiple external health and social care professionals to consistently meet those needs. People received care and support from services that understood the diverse health and social care needs of their local communities. There was continuity in people’s care because services were flexible, joined-up and delivered in a way that meets their assessed needs.

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

The registered manager and staff were aware of their responsibility to meet people’s communication needs and make information accessible. They ensured people were given information in a way they preferred and understood. For example, staff used easy to understand pictures in people care plans and in information relating to their rights for example the complaints procedure was visible in the service to the people and in easy read and pictorial. Information about people’s preferred method of communication had been assessed and how to meet those needs was included in each person’s communication passport.

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 had regular opportunities to speak to the registered manager and staff and they felt listened to and involved in making decisions about the care and support they or their family members received. Managers and staff used a range of methods to encourage people to have their say and state their views about the care they received including pictures to support their communication needs. This included regular one-to-one sessions with their designated keyworker, residents’ meetings, care plan reviews and satisfaction surveys. A staff member told us, “We actively involved people in all aspects of their care including monthly catch ups where we support people to plan what they would like to do socially and personally for the month ahead.”

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

The registered manager and the staff team worked collaboratively with the local GP practice, the communication and support from the practice was very supportive to people, for example people had their yearly health reviews carried out, this meant that any areas of concerns were noted and if support was required by the team this was in place and monitored,

People and their relatives told us they had access to the care and support they required and were happy with this. They felt their needs were met and the staff cared and supported them effectively. Records showed people were supported to attend a range of healthcare professionals’ appointments. Records of visits were included in people’s care plans and the staff ensured they followed instructions.

Care plans were regularly reviewed to identify any changes in a person’s care needs so the appropriate support could be found if needed. This included making appropriate referrals to external professionals as needed.

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 were involved and supported by staff to be included and have the same opportunity as others to receive the care and support of their choice. Staff had received equality and diversity training and understood people had a right to be treated equally and fairly, and to receive care and support that met their specific needs. For example, the registered manager and staff confirmed people had the right to choose the gender of staff who provided their intimate personal care. A staff member said, “We are here to support people first and ensure they have the best support we can give them.”

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 did not require any support with end-of-life care at the time of our assessment. People and their families were supported to be involved in discussions and participate in decisions about their future care needs and end of life wishes. People’s care records included a section where individual’s end of life care and support needs and wishes were recorded.