Spencefield Grange

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. People and relatives, where appropriate, were involved in planning and making decisions about people’s care and support. A relative told us they had been involved in their family member’s care plan. Care plans gave staff guidance on people’s individual preferences. For example, a person’s Religion care plan gave staff information about person’s religious background, including how they followed their religion and what it meant to them, and what staff could do to support this. Staff told us they used the information in care plans to get to know people.  One staff member told us, “Care plans are detailed, and risk assessments are easy to read.”

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.  There was evidence of referrals and communication with relevant agencies on behalf of people who were supported by the service. People’s care records demonstrated the provider had worked with other care providers and health services. Staff recognised people’s changing health needs and referred people appropriately. External professionals spoke positively about care provision and staff’s knowledge, which was a key aspect in providing continuity of care. One healthcare professional told us, “Staff are receptive to information and recommendations made, and are followed in a timely manner.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The provider was meeting the Accessible Information Standard (AIS), and ensured information was available in a variety of different formats and language as required. Care plans included information on how best to communicate with individual people. Staff understood people’s communication needs and styles. Some staff were multilingual and used their skills to ensure people received information in their preferred language.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. People and relatives told us they knew how to raise complaints if they were not happy, and were confident action would be taken. Records showed where concerns had been raised these had been investigated and responded to. One person said, “The staff are pretty good. If I have any problems I could tell the senior staff.” One relative told us, “Communication is by phone, face to face or they call me directly with any concerns.” The provider was committed to engaging with people and their relatives. Several avenues to share information had been implemented, which included resident and relative meetings, and regular provider newsletters.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Assessments completed before people moved into the care home ensured appropriate adaptations or equipment required for their care was in place. Care plans considered people’s needs and identified adjustments needed to ensure they had equal access to services and in a way that worked for them. Reasonable adjustments had been made to ensure people were enabled to have access to all parts of the service. We saw people had access to adapted bathrooms, with a choice of bathing facilities to meet individual needs. There was a lift access for people to get to different areas in the home. We saw staff had access to a variety of equipment which they used to support the needs of people living at the home. This was clearly documented in peoples care plans and staff were aware of how to support people safely. A choice of communal rooms meant people could choose between sitting in a quiet and relaxing room or choosing a room where they could socially interact.

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. People’s health and wellbeing was monitored and were referred to health professionals where required. Care reviews were completed regularly to ensure people, and their relatives, had the opportunity to talk about their experience and care was tailored to promote good outcomes. A relative said, “[Relative’s] care plan is appropriate to their needs, not needed to be updated yet. Their care is in line with [relative’s] changes I feel.” This helped to ensure people had positive outcomes and lead healthier lives.

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 detailed end of life care plans. Staff had made sure documents which were used by health professionals, such as out-of-hours doctors or emergency services, were readily available. These documents such as ‘Recommended Summary Plan for Emergency Care and Treatment’ (ReSPECT) form, contained information about people’s end of life wishes. When asked about end of life care 1 staff member told us, “You consider about what they may be feeling nearing the end of their life, some do know and some don’t know, but ensuring you provide compassion, empathy and reassurance in a sensitive manner.” This meant staff were aware of individual’s wishes, and were able to take steps to ensure appropriate plans were in place when needed for people.