Britannia Care

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.

Care plans were consistent and rich in detail regarding people’s needs and preferences.We saw care plans were an accurate representation of individuals living at the service.

People who were non-verbal had their communication needs met through staff gaining a thorough understanding of how they presented. This was represented accurately in care plans – we observed people being treated as outlined in care plans during observations.

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.

Some people lived at the service on a temporary basis prior to living independently, and we saw strong evidence where someone’s goal was to move on, this was supported successfully.

The service had strong relationships with different faith groups to enable people to access ongoing spiritual support from churches, mosques and temples people had existing relationships with. People were supported to attend religious services, but these were also conducted at the scare home through video or by visiting pastors. The service demonstrated it understood the nuances of religious diversity, for example maintaining links with churches from different denominations and traditions. It also provided access to services for LGBT+ people. At the time of inspection there were banners on display celebrating Eid as well as different countries flags ahead of the World Cup, and posters for a fashion show.

A range of meal choices were available including cuisines originating in the Caribbean and Asia as well as typical British food. Vegan options were also available at each meal, cooked using fresh ingredients. Hot meals were available three times a day, but if people preferred, they could request something different and it would be provided. People spoke highly of the food, which we observed was appetizing and varied.

The provider supplied appropriate, accurate and up-to-date information in formats tailored to individual needs, but only if these were requested.

The service provided people, families and advocates with information prior to admission as part of the process to move into the care home. Updates were available to relatives on request, either verbally or by email if requested. Care plans were shared with relatives if requested and if consents were given by people with capacity to do this. However, no relatives we spoke to could remember being offered a copy of a care plan.

There were posters on display for people with a range of events and opportunities, which were up to date and offered a range of choices.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support as individuals, but not as a group. Staff involved people in decisions about their care and told them what had changed as a result.

“You said, we did” boards were on display in areas of the service. People suggested yoga classes, goth items, a more varied menu, more trips out and improvements to the internal environment. The service delivered all of those.

The staff were involved as a group when discussing challenges, new initiatives and service development. Relatives said they would like to be more involved in a similar way.

Relatives told us they felt able to speak to the manager if they wanted to and gave examples of feedback they had given. People living at the service said they felt able to make requests or share concerns. Satisfaction surveys were conducted 3 times a year and actions taken as a result were shared with people and relatives. These included additional support available at night for people with anxiety, additional 1 to 1 activities as well as group activities.

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

People experienced care which was equal, and support which was appropriate to their needs. People told us they experienced good quality care; staff treated them with respect and involved them in decisions. One example of this was how people were supported to buy items online to personalise their rooms, if relatives were unable to facilitate this. Shared spaces in the care home were accessible for people who needed mobility support; the lift was well maintained and had controls which appeared simple and accessible. The service had no inaccessible areas except for the kitchen and management office to maintain appropriate safety and confidentiality. Relatives told us they had no issues visiting at any time they wanted including at weekends and could call the service when they needed to.

Staff and leaders were innovative in how they listened to information about people who are most likely to experience inequality in experience or outcomes. Staff and leaders actively used this information to provide exceptionally tailored care, support and treatment in response to this.

People living at the service told us they felt they were treated equally, regardless of their personal characteristics or background. We observed people involved in conversations in their own languages; people told us this was a reason they chose the service as they felt understood and could express their needs without the difficulty of doing this in a language, they were less confident speaking in. We observed the service was particularly strong involving people and relatives in one-to-one conversations about their care, what mattered to them, immediate needs and future wishes. People and relatives were positive about this and said they felt included and listened to as individuals. In this way the service was respecting different cultural backgrounds, and this was represented in care plans which were particularly strong regarding equality and diversity. One example was how a couple had asked to share one of the larger bedrooms, and when this did not work out due to changing needs, they were supported to move into separate rooms. Relatives were able to contact the management team in ways they preferred including instant messaging, but the general preference was to speak directly.

People at the service told us they were supported to go to church, mosque or temple or had pastors or imams come to see them. Most social activities were not related to religion and were fully inclusive, for example a fashion show, a talking group and end of the month party.

The service also supported people who were LGBT+ to access relevant community options and helped them buy items to express themselves.

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.

Relatives were able to tell us they had been involved in discussions about end-of-life care. One relative told us about how they made some specific requests regarding their loved one’s cultural beliefs following death; they felt this was respected. People were able to articulate where they had discussed end of life care where they could, and this was indicated in care records. Some people’s future goals were to recover and move out of the service into supported accommodation or independent housing. In all cases the care plans seen appeared appropriate and had consistent content in relation to the future.