Rosebank Care 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 71 (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. Staff knew people well and were familiar with people’s individual routines and preferences. They were aware of the importance of providing person-centred care and offering people a choice in relation to how they chose to live their lives. One staff told us, “We tailor the care to the individual’s specific needs. Their values and rights are respected.” A person told us, “I’ve got everything I want here. I’ve got company, people are there whenever I need them. I’m just happy here.”

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 were supported by staff who knew them well and care records included evidence of regular partnership working with health and social care professionals. However, due to shortfalls in care records we could not be fully assured that care was joined up and provided continuity.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People’s communication needs and preferred method of communication was recorded in their care plan. Information was available in different formats and tailored to meet individual need if required.

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. The service maintained a log of complaints and compliments and although no recent complaints had been received, the provider had an up-to-date policy in place for managing both complaints and compliments. People and their relatives told us that they knew how to make a complaint if they needed. One relative told us, “Yes I would know how to raise any complaint but, in the time [Name of relative] has been there I have never had to.” A recent survey had been carried out but needed to be repeated due to the low response rate. The registered manager explained that formal analysis had not been completed on this occasion because the feedback received was limited; however, this would usually be undertaken.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People were supported by staff who worked hard to ensure that barriers people faced were overcome. They ensured people had access to health services when required and supported them in a timely way.

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. Regular care reviews were completed to ensure people’s care continued to meet their needs and new goals could be set. The provider had policies, training and systems in place to encourage people and staff to speak up about equality. The provider had an equality and diversity policy which promoted equal opportunities for all. There was a whistleblowing policy in place encouraging people and staff to speak up. A plan was in place for all staff to complete equality and diversity training.

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. We saw people were supported to set goals and plan for the future including for end of life. This was detailed in their care plans with involvement of the person and their family where appropriate. Care plans were updated regularly to reflect any changes in need and people’s decisions were seen to be respected and supported.