People in Action - Old Hinckley Road

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 inspection we rated this key question good. At this inspection 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 involved in planning their care and reviews where possible. Staff knew people well and worked closely with health and social care professionals to ensure any changes in a person’s needs were responded to appropriately.

People were supported to participate in activities they enjoyed. For example, one person enjoyed swimming. Staff proudly shared with us, “[Name] can now swim independently with staff observing from the poolside”. Another person was supported to try new activities and develop new skills, they told us, “I went to the cinema last weekend to see the new Michael Jackson film, I loved it,” and “I go shopping once a week with staff to buy food for everyone.”

Care records were person centred and included people’s individual needs, preferences, routines and future aspirations. Care records were accessible to all staff.

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.

People received support from a consistent staff team who demonstrated a good understanding of their needs.

Staff worked well with external professionals, for example, GP, social workers and opticians to ensure people received the care and support needed to achieve positive outcomes. Staff advocated for those people unable to communicate their needs.

People were referred to specialist health teams where appropriate in a timely manner.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. For example, information was available in easy read formats, that people were supported to access and understand.

People’s communication needs were recorded in their care plans including if the person needed extra time to process information, and when people were reliant on facial expressions and visual prompts to aid their understanding.

Communication passports were also in place to aid effective communication and understanding when needed. (Communication passports provide a personalised summary of how the person interacts and expresses themselves).

Information was available to people in a format, accessible to them. For example, pictorial leaflets which contained important information about the service.

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 relatives had opportunities to offer suggestions and give feedback about the service during monthly resident meetings and annual surveys. Feedback provided was analysed and used to identify areas of good practice and improvement, if needed. All records viewed during this inspection contained positive feedback.

People and relatives knew how to complain, if needed. A relative told us, “I have had no cause to raise any issues or complaints.” Another relative said, “I would go to the manager if I had any concerns, but I have had nothing ever to raise.”

We saw when a complaint had been received this had been recorded and responded to promptly by the management team, in line with the provider’s policy.

A pictorial complaints policy and form were accessible to people.

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

People had hospital passports and health action plans in place. (A health action plan helps identify any health concerns at an early stage to improve the person’s health outcomes). One staff member told us, “The hospital passport and an up-to-date list of their medicines needs to be taken with them if they are admitted to hospital to ensure hospital staff have all the information they need.”

The GP worked closely with the home and completed weekly ward rounds and annual health checks to ensure people’s health and wellbeing are monitored.

The registered manager understood how to access specialist support should this be required and had developed links with the local health and social care teams.

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.

During our visit we observed positive interactions, people appeared comfortable and relaxed when engaging with staff. Staff had received training in equality and diversity and demonstrated a commitment to promoting people’s rights and choices when supporting them.

Care records included information for staff, so they could support people to feel comfortable in new or unfamiliar environments. This included details about important routines to the person and any reasonable adjustments which would help encourage them to engage in activities or appointments. Care records also directed staff on how to effectively communicate with people including the use of any communication tools in place for those people who were non-verbal.

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.

Staff worked in partnership with health professionals to support people to make informed decisions about their end of life wishes to ensure the service provided this in line with the person’s wishes, in a dignified way.

Positive feedback was shared from a health care professional who worked closely with the service, “They supported a person in their last days with care and consideration and used experiences from that situation to drive forward best interest meetings for other residents."