Polebank Hall Residential Care Home

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence.

At our last assessment we rated this key question good. At this assessment the rating has remained Good.

This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

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’s care and treatment was effective by assessing and reviewing their health, care, wellbeing and communication needs with them.

People’s needs were assessed before support commenced, and there were evidence assessments and care plans and people’s risk assessments were reviewed regularly to reflect changes in people’s circumstances and needs. One relative told us, “My loved one had an assessment by [registered manager] before they were admitted.”

Care and support provided to people were recorded electronically including people’s care plans. Some daily entries were more detailed than the others, but overall records contained good level of detail regarding care and support provided.

The provider planned and delivered people’s care and treatment with them, including what was important and mattered to them. They did this in line with legislation and current evidence-based good practice and standards.

Leaders and staff demonstrated a good understanding of best practice and applied their knowledge effectively to ensure people's needs were met. For example, when one person was assessed as having difficulties with swallowing, staff promptly referred them to their GP. Following this assessment, their medication was prescribed in liquid form to support safe administration and reduce the risk of choking.

People’s care plans were of good detail and contained high level of person-centred information which enabled staff to deliver support to people in line with their wishes. People and their relatives were actively involved in care planning. One relative told us, “Yes, my loved one has a care plan. One of the managers and I went through this recently.”

The provider worked well across teams and services to support people. They made sure people only needed to tell their story once by sharing their assessment of needs when people moved between different services.

Staff worked well together and engaged actively with other professionals such as GP practice, district nurses or pharmacists to ensure people’s needs were met effectively and in a timely manner. One relative told us, “If they think a person needs medical help there is a nurse who comes in. If a person needs a hospital appointment, then they send a carer with them.” Another relative told us, “Staff rang me up to tell me the doctor was on his way to see my loved one about their pains. They always let me know if something is happening.”

The provider was committed to ensuring staff were supported in their roles and encouraged them to speak up and share any concerns. Staff told us managers were available, approachable, and provided help and support when needed.

The provider supported people to manage their health and wellbeing to maximise their independence, choice and control. Staff supported people to live healthier lives and where possible, reduce their future needs for care and support.

Staff and leaders demonstrated a very good understanding of people’s individual needs and, preferences, likes and dislikes. People and their relatives spoke positively about the care and support they received. One relative told us, “My loved one has lost of weight, and they are very particular with their food. We had lots of conversations with carers over it and they monitor them closely. Staff fortify their drinks and offer frequent snacks.” Another relative told us, “My loved one now sleeps in their bed. In the other care home, they wouldn’t go to bed. They can be easier talked into things here and they are calm and chilled. It is so different from the last place.”

The provider routinely monitored people’s care and treatment to continuously improve it. They ensured that outcomes were positive and consistent, and that they met both clinical expectations and the expectations of people themselves.

People were supported by consistent staff who knew them well and understood their personal choices, wishes and preferences. One relative told us, “My loved one is very shy, and they don’t like to join activities. However, staff ask them every time if they changed their mind. My loved one is very religious and someone from the church comes to give them communion once a fortnight.”

Systems were in place to monitor people's outcomes and review the quality and effectiveness of the care provided. Records showed people’s needs were regularly assessed, and care was reviewed to ensure it remained appropriate and responsive to any changes in their circumstances. “One relative told us, “My loved one is diabetic, and staff always liaise with the doctor. They are reluctant to eat and went very thin, but staff have built them up.”

The provider sought feedback from people and, where appropriate, their relatives, to understand their experiences of the service. Feedback received was consistently positive about the care and support provided. One relative told us, “Staff are brilliant.100% welcoming and cheerful.”

The provider told people about their rights around consent and respected these when delivering person-centred care and treatment.

Staff had good understanding of obtaining people’s consent. One relative told us, “They always ask my loved one permission before they do anything. My loved one won’t tolerate anything else but kindness.”

There were evidence within people’s care plans regarding how to obtain consent from people and support them in effective decision making.