Leahyrst 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 requires improvement. At this assessment the rating has changed to good. This meant people’s needs were met through good organisation and delivery.

This service scored 68 (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 did not always make sure records reflected relevant changes in people’s needs. Improvements were required to some care records, to ensure they contained enough information, to guide staff about people's needs and preferences. We also found some confidential information displayed on people's doors. However, the service had a warm and welcoming atmosphere. People and relatives told us staff knew them well and treated them as individuals. People had their own personal effects in their rooms, such as photographs.

There were some shortfalls in how the provider understood the diverse health and care needs of people and their local communities, so care was not always joined-up, flexible or supportive of choice and continuity. People were supported by staff who knew them well and staff received daily handovers. However, we could not be assured care was joined-up and provided continuity, due to concerns we found relating to conflicting care records and a lack of daily recording.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People had detailed communication plans in place, which guided staff about how to effectively communicate with people. People were provided with information about how to make a complaint and their rights relating to safeguarding and living safely. A person said, “I haven’t had any complaints in my time here. Staff do listen and chat with me. The place seems very well run to me."

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. People and their relatives were involved in regular meetings, where they could raise concerns and suggestions. People and their relatives told us they felt listened to. The service had not had any recent complaints raised; the registered manager understood their role and responsibility to effectively manage complaints. A relative said, "The manager is easy to talk to. They are always available. They answer the phone when I ring and I've no complaints at all."

The provider made sure that people could access the care, support and treatment they needed when they needed it. People had access to healthcare professionals, to support them with their needs. The service had a weekly ward round with the GP, and people had access to district nurses, opticians and dentists.

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. An activities co-ordinator was in place, and they provided a varied activities programme. This included quizzes, games and singers. We observed people undertaking activities and accessing the community. People and relatives told us they enjoyed the activities on offer. A person told us, "They do activities. The activities staff is very good. They are made for the job. We do painting, flower arranging, bingo, we make cards and play games. There are lots of puzzles, a nice variety. It’s good that there are things to do and I can talk to the other residents while we do them."

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. Where people were receiving end of life care, plans were in place which detailed how they would like to be cared for. People had advanced decisions in place relating to their care and treatment, and pre-emptive medicines were available for people, to ensure they were kept comfortable at the end of their life.