Priors Mead Care 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 told us they received person-centred care in line with their needs and preferences. One person said, “I consider that I have quite a conservative temperament, but I seriously would not change anything here at all. I think the place is top of the range…. it is good quality and seems fair and ran in a reliable way.”

People were supported to take part in a range of activities of their choice. The home employed an activity coordinator who organised the provision of daily activities. People had activity care plans detailing their interests and hobbies. This helped the activity coordinator plan a program to suit people’s needs. The activity coordinator told us, “Animal therapy is important in this role. I bring pets in every other Sunday. I make sure I take people out for walks, feed the ducks, take them for a drive if they are feeling low. I organise external entertainers, all are volunteers, and all are regulars.”

Activities organised included painting, board games, cooking, Shetland pony visitors, balloon swatting and regular visiting performers such as musicians and singers. One person told us, “I am not really a ‘joiner-in’, but I will listen and I am kind of attender at some of the events.” However, some people commented they did not know what activities were on offer each day. One person said, “Sometimes we ask what is happening today, as we don’t know.” We fed this back to the registered manager who told us they would arrange for a board to be displayed.

We witnessed staff delivering person-centred support that met people’s needs. People’s care plans and care notes were recorded in a person-centred way.

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 told us they received good care and their healthcare needs were met and relatives echoed this. One person told us, “I am lucky enough to see a doctor.”

People’s care plans described their healthcare needs and how to meet these. For example, where a person was living with a chronic health condition, there were clear instructions for staff to follow, so they could anticipate the person becoming unwell and take appropriate action.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The registered manager told us they recognised the importance of effective communication. People’s communication needs were assessed during the pre-admission assessment so information could be made available to them in a format that suited them. This included larger print, pictorial aids and assistive technology. People's care plans detailed their preferences and any aids they needed to support effective communication.

People and relatives told us communication was effective, and they were provided with all the information they needed. The staff seemed to know how to communicate effectively with people. For example, using hand gestures, body language or pictures.

Staff understood the importance of ensuring people had information that met their preferences and in a way they understood. A person whose first language was not English liked to communicate using a white board, and the staff ensured this was used regularly.

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 were involved in the planning of their care and support. Care plans were reviewed regularly, and people were asked for their feedback about the care they received and anything they would like to change. People and relatives told us they felt able to raise any concerns or issues and had the opportunities to attend meetings. One relative told us, “I have no worries and no issues.”

Staff told us they understood the importance of monitoring people’s care to help identify issues before they could develop into complaints or concerns.

The provider ensured people and relatives had the necessary information in relation to processes for sharing feedback or raising concerns. Records showed complaints received were addressed in accordance with the provider’s policies and procedures. Any learning from complaints and concerns was shared with staff to inform their future practice.

People’s needs were assessed prior to being admitted to the home, to help ensure their needs could be met. Initial assessments were clear and detailed people’s wishes and choices and how they wanted to be supported in all aspects of their daily life.

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

People told us they had access to the care and support they required and were happy with this. Relatives stated they felt their family members’ needs were met because the staff cared and monitored them closely. Records showed they were supported to attend appointments and healthcare professionals visited the home. Records of visits were included in people’s care plans and the staff ensured they followed instructions.

Care plans were regularly reviewed in order 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.

The registered manager told us care plans were compiled over a month from admission, to help ensure they had all the necessary information and make these as person-centred as possible. They explained, “I prefer to take the time to build up a picture of the resident. Much more accurate and personal that way. I have a master file in my office for all on-boarding information as it is collected.”

From the first day of a person’s admission into the home, there was a ‘grab folder’ in the registered manager’s office that contained the most important details. This provided important information for staff so they could understand and meet the person’s needs.

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 care and treatment promoted equality and protected people's rights. People told us they were consulted in relation to their cultural and spiritual needs.

The provider had an equality and diversity policy in place and was committed to creating a welcoming and inclusive atmosphere for all people and staff, regardless of sexual orientation, gender identity, or gender expression. People were consulted in relation to their sexuality needs if they were comfortable discussing these. For example, one person’s care plan stated they were heterosexual and had traditional values in relation to gender and sexuality.

People’s care plans indicated they had been consulted in decision making, including whether they preferred to receive care from a male or female care worker. Their care plans reflected people’s physical, mental, emotional and social needs.

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 and their relatives were involved in the planning and reviewing of their care including their end of life wishes.

The staff confirmed they received end of life care training and would know how to meet people’s needs when the time came.

People had advanced care plans which were comprehensive and reflected how they wanted their care to be when they reached the end of their lives. These contained details about their health concerns, and if they wished to be treated at the home if they became unwell or go to hospital. It also stated where they would prefer to die.