Polebank Hall Residential 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 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.

Staff and leaders of the service were passionate about ensuring people received person-centred care tailored to their individual needs and wishes. The registered manager told us, “I don’t want this to be a care home for people. I want this to be their home, and I want people genuinely to want to live here and be happy.” People’s care plans were detailed, comprehensive and developed around their preferences and choices and included examples of outcomes and goals.

For example, one person who was bed-bound had a detailed care plan outlining what was important to them to ensure their comfort. The plan also included information on how staff could engage them in meaningful conversation to support their mental wellbeing for example a list of favourite topics. Staff considered person’s preferred method of communication and the things that mattered to them, such as ensuring they could listen to their favourite radio station.

Another person was supported by staff to take a daily walk around the grounds, as this was something they enjoyed. Their relative told us, “Staff insist on a staff member being present when they go out for a walk through the grounds.”

People and their relatives were actively involved in planning their care and were supported to contribute to discussions about their needs and how these should be met. One relative told us, “We have many conversations about my loved one’s care plans.”

People received support from a consistent staff team who knew them well and understood their individual needs and preferences. Staff were able to recognise and respond appropriately to changes in people's needs, helping to ensure care remained effective, responsive and tailored to individual circumstances. One stakeholder told us, “One of the key areas that stands out to me for Polebank Hall is the consistent person-centred approach taken towards people. Staff appear to know their residents very well and understand their individual needs, preferences and usual presentation.”

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 care and support that reflected their individual needs, preferences and abilities. Staff understood people's wishes and delivered care in a way that promoted choice, independence and person-centred outcomes.

The provider worked collaboratively with external professionals and stakeholders to help ensure people's needs were met. This included engaging with healthcare services and other partner organisations where appropriate to support people's health, wellbeing and overall quality of life. One stakeholder told us, “The home works collaboratively with the community services to ensure the people receive appropriate care and that any changes in their needs are managed safely.”

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

Staff had access to policies and procedures designed to support people with a range of communication needs. People's communication preferences and requirements were clearly documented within their care plans, which included guidance for staff on how to communicate effectively with everyone.

For example, one person who was hard of hearing had a detailed communication section within their care plan. This provided staff with clear guidance on how to support effective communication, including ensuring they were positioned appropriately when speaking with the person and checking that the person was wearing their hearing aids.

People were also supported to access information in ways that promoted their engagement and involvement. The activity coordinator produced a daily newsletter-style "newspaper" to keep people informed about activities within the home and any upcoming events. In addition, a variety of posters, notices, and pictorial displays were available throughout the home to provide information, promote participation, and help people stay up to date with what was happening within the service.

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.

Staff had access to policies and procedures that supported the gathering and use of feedback from people using the service and their relatives.

People knew who to approach if they wished to raise a concern or make a complaint and were confident that any issues would be addressed appropriately. One person told us, “I know the manager. They are very nice. I could go to them if I had a problem.” A relative also spoke positively about the management of the service, telling us, “The manager is fabulous. They sort out any issues. I am confident that any issue I raised would be addressed.”

There was evidence of regular care reviews and meetings taking place, providing people and their relatives with opportunities to share their views about the service. The provider had implemented a ‘You Said, We Did’ approach to demonstrate how feedback was acted upon. For example, following feedback from people living at the home, visits from animals were arranged and a summer party took place. “This showed the service listened to people’s views and took action to improve their experiences and enhance their quality of life.

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

People received appropriate support and input from relevant professionals when required. The provider worked with a range of stakeholders and external partners to ensure people’s health and outcomes were met. One professional told us, “Staff respond appropriately to any concerns and take appropriate action to ensure the safety and wellbeing of people. The quality of care is very good, with clear and effective communication between staff, people and relevant professionals. I also have access to their online care plans which helps me when I am reviewing a person on my ward round.”

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.

People told us the provider was open to feedback and offered a range of opportunities for them to share their views and experiences. We saw evidence of regular care reviews being completed, as well as ongoing engagement with people using the service and their relatives through various touchpoints. One relative told us, “They are very good in communication.” Another relative told us, “The manager is always available, and they phone me with any updates.”

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.

The provider and staff worked together well to support people in achieving their individual goals and outcomes, and this included support provided at the end of their lives. Care plans for people were detailed and comprehensive capturing adequately their wishes and preferences. Where appropriate, care plans also contained information relating to people's wishes and preferences for end-of-life care, enabling staff to provide compassionate and dignified support in line with people's choices. One professional told us, “I have found the home to be particularly excellent in working collaboratively in conjunction with the district nurses around people with more complex needs, including those requiring ongoing nursing input as well and of life and palliative care. Staff are receptive to guidance and work with us to ensure appropriate plans are put in place.”