Sunbury Nursing Homes

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 placed people 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 reflected people’s physical, mental, emotional and social needs. Records demonstrated that people’s preferences were understood. Staff took time to get to know people as individuals. One staff member told us, “When people move into the home, we introduce ourselves and ask them about what their choices and preferences are. We ask about activities, using the conservatory, staying in their room with board games - whatever they prefer to do.”

People told us that they were actively involved in care plans and review processes, and people close to them were also involved. Regular reviews enabled people to discuss their experiences of care and identify changes in their needs.

The provider worked with families and healthcare professionals to help ensure people's care was coordinated and responsive to their needs.

Care plans showed how families and professionals were involved in supporting people. Staff worked closely with GPs and other healthcare professionals, including weekly GP rounds, to ensure people received coordinated care.

People told us staff were always available and had the skills to support them. Where people’s health needs changed, staff contacted health professionals appropriately.

The provider understood people's communication needs and supported people to access information in ways that met their individual needs.

Care plans included information regarding people’s communication needs, sensory impairments and other support requirements. Staff understood how to adapt their approach and ensure people were able to participate in decisions about their care.

Personal information was stored securely and shared with authorised professionals. Relatives were kept informed and involved in discussions about care and support.

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

The provider gathered feedback through annual surveys. The results from annual surveys were reviewed and changes made based on people’s feedback. At the time of the assessment, the provider was collating feedback through this method. The provider also responded to people’s individual comments to consider how improvements could be made to their care and support.

People and relatives told us they were involved in decisions about their care and felt able to make comments or complaints if needed. One person told us, “I’d say something if there was a problem. I’d see the manager. I’m always complaining – they’ll say, ‘what’s troubling you now?’ At the moment, things are good.” One relative told us, “I would feel happy about making a complaint but have never had to.”

The provider supported people to access the care, support and treatment they needed in a timely way. Care plans included reasonable adjustments to support people with sensory, mobility and communication needs. Staff supported people to attend appointments in relation to their health. People told us, “When I first came here the doctor came in regularly. It’s occasionally now” and “I go with one of the nurses to the eye clinic. There is a good podiatrist. Any dental work

is done by my own dentist.”

Staff recognised that some people preferred to spend time in their rooms or were unable to access communal areas. Observations showed staff offering people one-to-one sessions, tailored to their interests and preferences. This meant people were not excluded from opportunities available within the service. One relative told us, “You can always find a member of staff if needed.”

Staff and leaders understood people's cultural, religious and individual needs and adapted care and support accordingly.

Care plans recorded people’s protected characteristics, including religion and cultural needs. Staff had completed equality and diversity training, which supported equitable experiences and outcomes for people living at the service. One relative told us, “There’s a lovely [person] who visits on a Friday to deliver Holy Communion. It’s having those needs met that means a lot.”

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.

Leaders facilitated open and sensitive discussions with people about their future care and support preferences. Where appropriate, staff worked with healthcare professionals and ensured people’s wishes were clearly documented. This helped people maintain choice and control over decisions affecting their lives.

Information was shared with relevant services, such as specialist palliative care teams, to ensure coordinated and responsive care. This helped ensure people received timely and appropriate support.