Meadowcroft Health Care Limited

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. Throughout our assessment staff at all levels demonstrated a good understanding of everyone they supported. Care plans provided staff with clear written guidance on people’s needs, wishes and preferences. People’s health and wellbeing was continually assessed to ensure they received the right level of support. One person told us, “I like to go to bed at 11.30pm and that’s fine. We’re not regimented here.” This meant people received care in line with their wishes 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. Comprehensive assessments were undertaken before people moved into the service, and people’s needs were fully reviewed to ensure suitability. We observed that staff worked in partnership with health and social care professionals to ensure people’s needs were met. For example, staff worked in partnership with a mental health practitioner who worked closely with the staff team and people to co-produce and review care plans. This meant people received care from a partnership approach to meet their individual mental health needs.

The provider supplied accurate, up-to-date information in formats tailored to individual needs. Communication care plans were in place to guide staff on the best ways to communicate with each person. A service user ambassador attended meetings at all levels, from home meetings to board meetings, to share and receive feedback and information about the service.

The regional manager held staff listening sessions between 7am and 10am to ensure all staff, including night staff, could attend, ask questions, and receive information. The registered manager had introduced a “buddy” system, so when someone new arrived, they were paired with a buddy who showed them around the service, explained routines, and was available to answer questions. Resident’s meetings had been held regularly and records demonstrated information was shared regarding any changes and opportunities for people to ask any questions. Easy read records were available to support their understanding and reading of information. This meant there were systems and processes in place for people to receive information in a way that worked for them.

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 staff completed quality questionnaires, and feedback was regularly reviewed, analysed, and acted upon. Feedback could also be given at any time. For example, the registered manager implemented a system of “You Said, We Did” cards, which were displayed around the service to show what people had said and the actions taken in response. Staff and people told us they felt listened to and that their views influenced how the service was run. One staff member told us, “Service users are all listened to we also have service user meetings so their voices are heard.” This meant there was an effective listening and involving culture at the service.

The provider made sure that people could access the care, support and treatment they needed when they needed it. The service was fully accessible; bedrooms were spacious to allow the use of equipment; corridors were wide enough to allow people who used a wheelchair move freely around the home. People were supported to access all health services they required without any barriers. This meant people did not experience inequality due to their health conditions.

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. Care plans clearly reflected how people’s protected characteristics were considered and identified any reasonable adjustments required to promote equity and inclusion. For example, one person who was unable to access eye care in the community was supported to receive a visiting service at the home. One person told us, “I’ve had the optician in as I’m losing my sight now.” A multi-faith room was also available for anyone seeking privacy to practise their religious or cultural needs. This meant people experienced care and support that was fair and inclusive.

People were supported to plan for important life changes, allowing them sufficient time to make informed decisions about their future, including end-of-life care. Staff developed detailed care plans that reflected each person’s wishes, preferences, and decisions. We found a person showed signs of deterioration, and the clinical lead ensured that all necessary equipment and support were in place so that the person could continue to be cared for at Meadowcroft Health Care Limited without delay or unnecessary intervention. This meant their choices and dignity were fully respected.