Foxleigh Grove 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 changed to requires improvement. This meant people’s needs were not always met.
 

This service scored 61 (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 did not always make sure people were at the centre of their care and treatment choices.

We observed positive interactions between people and staff members. However, one relative told us, “I also believe that some members of staff may provide more thoughtful and individualised care than others.” Some people told us some staff continued to address them with a name they did not prefer, despite the person’s preferences being known to staff.

Care records addressed routine risks and captured delivery of care, however there was a focus on core nursing tasks, and this lacked information about the actual provision of care. For example, staff noted “personal care” was provided, rather than person centred information about what was done, and therefore if this was in line with people’s individual needs.

Staff told us how they supported people according to their individual dietary preferences and arranged for food items off the menu.
 

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.

Professionals told us people were supported by staff to access external care and treatment. One said, “Whilst working for the local NHS Podiatry service patients from the care home were transported to their podiatry appointments and supported by the care staff as their needs required.”There was a weekly visiting service by the GP to ensure people could access support and treatment when required. Relatives also told us they felt included and well informed about any changes or updates from the GP.
 

The provider did not always supply appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

We observed information was not always tailored in a way which met individual needs, including food ordering and activities timetables, as per the Accessible Information Standard (AIS). The AIS ensures that people with disabilities, impairments, or sensory loss receive the information and communication support they need from adult social care services. Some people told us they were not always aware of what was on offer for their mealtime desserts. We fed this back to the provider, and they told us they would implement changes to support people with these choices.

There was a ‘Residents meeting’ board displayed in the corridor with images from the recent events, and information about the new activities taking place such as the book club and quizzes. The provider engaged with relatives and healthcare professionals to support people’s needs, care and treatment.

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.

The provider held meetings for people, and demonstrated regular communication was in place with people’s relatives. Some relatives told us they did not always received information proactively. One relative said, “At one time I felt they were not providing sufficient feedback to me but as soon as this was raised it was addressed.”Relatives told us they felt any concerns or complaints were listened to and responded to well. One person told us, “Yes, I feel totally safe here. There was once an incident with someone coming into my room, but [provider] dealt with it very well and I feel totally relaxed and at home here.”
 

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

People told us they were able to access external health professionals when required. There was a physiotherapy service provided in house, and people were supported to access this. One professional said, “The home upholds Human Rights by ensuring every resident has the right to 'positive risk-taking'; if a resident wishes to walk despite a high fall risk, the carers don't simply stop them. Instead, they collaborate to create a 'Safe Walking Plan' that balances their autonomy with their physical safety.”
 

Staff and leaders did not always actively listen to information about people who are most likely to experience inequality in experience or outcomes. This meant people’s care was not always tailored in response to this.

Some people using this service lived with dementia. The environment was not adapted to support their needs, to ensure all people could access and navigate the building easily. For example, there were no handrails along the corridor to support people whilst walking, and no clear signage around the building to support with orientation and navigation. While we did not observe any person experiencing difficulty navigating the service, not having clear signage to be able to find the toilet can provoke anxiety. We provided further information for environmental assessment tools which could be used to assess the current environment in line with people’s needs. After the assessment, the provider told us they implemented some changes to support people with dementia.
 

The provider told us about their systems and processes in place, to support people with future planning. They said, “When the person comes back from hospital they will be reviewed by the GP. We ask them what they would like for their future. We have copies of Lasting Power of Attorney and make sure care plans reflect their wishes for end-of-life care. We have it clearly on handover sheets about which residents are for hospital. We keep conversations open with relatives and let them know where their relative is on that pathway.” However, we found some people’s end-of-life care plans were not always detailed and with any specific wishes people may have. This was important to ensure people had enough time to make informed decisions about their future, including care at the end of their life.