Sowerby House

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 Requires Improvement. At this assessment the rating has changed to 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 generally comprehensive and person centred. They provided staff with information about how to meet people’s needs, and were regularly reviewed, when people’s needs changed or following any significant events. The provider had a ‘resident of the day’ system, whereby a different person’s needs were fully reviewed and focussed on, on a rotational basis. Daily records showed that care was delivered in line with people’s needs and preferences.

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. The provider worked with the local authority and health partners to ensure people received holistic support and continuity of care. This included working alongside the community nursing team, to provide support to people who needed regular clinical input alongside their care needs from Sowerby House. The provider made appropriate referrals to other services and advice from professionals was followed. Where people needed to go to hospital, the provider had a system to ensure all key medical and care information was transferred with them.

The provider supplied appropriate, accurate and up-to-date information in formats that were suitable for people’s needs. Staff considered people’s communication needs and some key information was available in easier read or pictorial format, such as the complaints procedures, activity schedule, menu boards and staff photo display boards.

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 could attend resident’s meetings, to discuss any issues affecting them, and share feedback and suggestions. Relatives were also offered the opportunity to attend relative’s meetings at the home.

People and relatives were also asked for feedback in regular surveys. We saw the results of recent surveys were generally very positive. Where any individual survey question replies were slightly less favourable the provider had acted and provided a response.

The provider had a complaints policy, and we found that complaints raised had been appropriately investigated and responded to.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Staff tailored their support to ensure people could access any services they needed to. Staff were aware of barriers people could potentially face and promoted people’s human rights.

Care plans included information about any support people required in relation to their mobility, communication and sensory needs, to help promote accessibility.

People had access to equipment, such as mobility aids where required, to enable access around the home and to other services externally.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care in response to this. Staff were aware of people’s individual needs, including any protected characteristics under the Equality Act. Care plans now included more information about people’s interests and what was important to them. Staff provided personalised care to promote positive experiences and outcomes. The provider had an Equality and Diversity policy, and staff had received training in this area.

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 had opportunity to share and record their wishes about the end stage of their lives, and this information was captured in people’s care plans. Staff worked alongside other healthcare professionals where required, to deliver compassionate end of life care. The provider gave a positive example of how they were working with one family to plan ahead for someone’s future needs, including respite support.