Knowle Court

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. This is the first assessment for this service under a new provider. This key question has been rated 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 people were at the centre of their care and treatment choices, and they did not always work in partnership with people, to decide how to respond to any relevant changes in people’s needs.

Although care plans were highly person centred, they did not reflect the involvement of the person or their input and opinions in care plan reviews. One person said, “I’ve not discussed my care plan” and a relative told us, “There have been no care plan reviews.” The provider said they would look at ways to improve and evidence peoples’ involvement.

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.

Staff demonstrated a good understanding of the needs of people living at the service and support from community health care professionals was sought as needed. The provider was new to the area but was keen build relationships with the local community such as the neighbouring church.

The provider did not always supply appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

A laminated sheet with cartoon pictures of tea, coffee, etc was used to help people make a choice when drinks and snacks were served. However, for people living with dementia, real photographs or being shown what was on offer would be more appropriate. The provider was considering ways to support people living with dementia locate and recognise their bedrooms.

The provider had systems in place for people to share feedback and ideas, or raise complaints about their care, treatment and support.

People told us they would be happy to speak to a member of staff if they were unhappy about something. Systems were in place to make sure complaints were managed well and responded to appropriately.

The new management team had plans to involve people and their relatives in meetings and had systems in place to gather people’s views about the service.

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

People were supported to access care, support and treatment as they needed it through referrals to community-based health and social care professionals.

The management team were new to the local area but planned to explore services for people to 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.

The provider had identified and addressed some environmental issues which had restricted some people’s access to communal areas of the home by purchasing equipment to ensure people had equal access to opportunities to socialise and activities.

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.

People’s preferences and decisions in relation to emergency care and treatment, including resuscitation were clearly documented. End of life care plans were in place.