Acorn Residential 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.

Care records contained personalised information about people’s unique strengths, likes and dislikes, and how they preferred staff to meet their care needs and wishes.

The provider understood the diverse health and care needs of people and their local communities, and ensured care was joined-up, flexible and supported choice and continuity.

The provider told us they worked well with people’s relatives and multiple external health and social care professionals to consistently meet people’s needs. People received care and support from services that understood the diverse health and social care needs of their local communities. There is also continuity in people’s care because services were flexible, joined up and delivered in a way that meets their assessed needs.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

Staff were aware of their responsibility to meet people’s communication needs and make information accessible. They ensured people were given information in a way they preferred and understood. Information about people’s preferred method of communication had been assessed and how to meet those needs was included in each person’s communication passport.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support.

People and their relatives had regular opportunities to speak to the registered manager and staff and they felt listened to and involved in making decisions about the care and support they or their family members received. One person told us, “Staff do listen to me.” They used a range of methods to encourage people to have their say including, regular service user meetings, care plan reviews and relatives’ satisfaction surveys. Feedback included in the services most recent relatives’ satisfaction survey were all positive about the quality of care their family members received there.

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

People had sufficient opportunities to engage in meaningful leisure and recreational activities that reflected their social interests. One person told us, “I like to draw on my desk in my room and I go to college twice a week.” During our assessment we observed staff take everyone who lived at the care home out for lunch at a local restaurant. People and their families were supported to be involved in discussions about people’s social interests, which was recorded in their care plan.

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 were engaged and supported by the registered manager and staff to be included and have the same opportunity as others to receive the care and support of their choice. Staff understood people had a right to be treated equally and fairly, and to receive care and support that met their specific 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 nearing the end of their life were supported to have a comfortable and dignified death. People and their families were supported to be involved in discussions and participate in decisions about their future care needs and end of life wishes. People’s wishes for their end of life care, including their spiritual and cultural wishes, were discussed, and recorded in their advanced end of life care plan. This ensured staff were aware of people’s wishes and that people would have dignity, comfort, and respect at the end of their life. The care home maintained close links with a local GP surgery and local palliative care nurses to ensure people who had died at the home had experienced dignified and comfortable end of life care.