Acomb Court

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 service met people’s needs and preferences and ensured care was organised, so people received timely, personalised support. 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.

Information about people’s life histories was gathered when they were admitted. Staff used this to help people feel settled and to create care plans. These plans were reviewed regularly and met people’s physical, emotional, and social needs. Staff knew people’s preferences and worked with them and their relatives to make decisions about their care.

People told us they were encouraged to take part in activities they enjoyed, and people said staff adapted care to suit their needs. People described staff as attentive and flexible, which helped them feel understood and supported.

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 said support was delivered reliably and in a way that helped them maintain their routines.

Staff worked well with people, their relatives, and health care professionals to make sure care was continuous. Records showed that GPs and community matrons visited regularly, and staff shared relevant information. Staff knew people well which helped provide consistent care.

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

People received clear and accessible information in daily interactions. They told us staff explained what they were doing when offering support and communicated respectfully. Some people said they had not seen their care plans, which meant written information was not always shared effectively even though verbal communication with people was strong. This was going to be addressed by the management team.

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

People told us staff listened to them and responded well to their concerns. One person said, “The response by staff is wonderful.” People felt able to share their views informally and said staff acted on their requests, including changes to mealtime preferences or activity choices.

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

Staff were available throughout the day and responded promptly to requests for assistance. People described good access to meals, drinks, activities and medicines, and those with specific dietary needs said staff ensured they received appropriate options.

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 told us staff treated everyone equally and with respect. A person said, “They treat everyone equally.” Activities were inclusive and adapted to support different levels of mobility and cognitive ability.

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 were able to discuss their future care wishes, which were documented in individual care plans. Staff supported families and offered emotional support after bereavement.