Greenacres Care Home

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• 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. This is the first assessment for this service. This key question has been rated 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 received care and support that met their assessed needs and personal preferences. Care plans were person-centred. They set out how people wanted to be supported and what mattered to them. Regular reviews of care plans were carried out with people and their relatives to make sure care continued to reflect people’s individual circumstances.

Staff knew people well and were able to describe how people wanted their care to be provided and the routines they preferred. When speaking about person-centred care a relative said, “I notice that they support people in different ways according to their needs.” Another relative said, “It’s absolutely great. [Relative] is so settled and happy, what more could I ask? From conversations with carers I can tell how well they know [relative] and their issues. They are a great team.”

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 received safe, effective, and person-centred care that was coordinated around their individual needs and preferences. Staff worked together with people, their relatives and health and social care professionals to ensure care was well planned and consistently delivered. Effective communication and information sharing supported transitions between services. reducing the risk of gaps in care and promoting positive outcomes.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

People were provided with information in ways they could understand, to help them make informed choices and decisions about their care. Staff clearly understood the importance of providing information when the person was best able to make a decision such as the time of day and what the person was doing at the time. They also understood that some people may need more time to think about what they were being asked to choose or decide. We observed several occasions where staff returned to make sure people had understood information or further clarify the information provided.

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 their relatives told us the registered manager and staff listened to their views about the service and the care people received. Their involvement in planning and reviewing people’s care was recorded. A person told us, “If I ask them to change something they will do it straight away.” Several relatives told us about times they had spoken with staff about things they felt could be improved and said action had been taken promptly.

Regular meetings were arranged for people and their relatives so that service information could be shared and discussed and any ideas or concerns could be put forward. People were supported to access local advocacy services where they had need. This was to ensure their views were represented and heard.

The provider’s complaints policy was displayed in the service, and any complaints were responded to in line with the policy.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

The registered manager and staff demonstrated a commitment to ensure people had equal access to services they needed to support the care and treatment they required regardless of their personal needs or circumstances. They worked to ensure any barriers people may experience were identified and addressed. Health and social care support was accessible through regular visits to the service and support to attend external appointments where necessary.

The building and grounds were accessible to people with reduced mobility. Activities were held in areas of the service that everyone could access.

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.

Staff understood how to recognise and prevent inequalities people may experience. For example, we observed how activities within the service were adapted so everyone could participate if they chose to. Staff were also observed adapting their styles of communication for each person to make sure they were not disadvantaged in any way.

Staff had received training about equality, diversity and human rights and understood how to make reasonable adjustments for people who had protected characteristics.

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.

Advanced care plans considered people’s wishes for their future care, including at the end of their life. Records set out decisions such as whether people wanted to remain in the service for care at the end of their life and whether they wanted active treatment to continue for certain health conditions. Where people and/or their relatives did not wish to discuss this aspect of their lives, staff respected and recorded this.