Culrose Residential 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 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 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. However, care records had updates from reviews, but these were not used consistently to update the care plans and risk assessments, which meant staff might not have the guidance needed to care for people.

From feedback from relatives, it was evident that staff knew people well. One relative said, ‘[Person] has never been a hobby person. [They] enjoy dancing though and likes icing biscuits and colouring which they encourage [them] to take part in. It’s the way the staff ask [person] – really clever – if [person] wants to go to the atrium – they say we’ve got a chair ready for you rather than do you want to come? If they ask [person] like this then [they] will go.’ A health care professional also told us, ‘The care staff have a good knowledge of the resident’s background, personal history and family situation. I have observed interactions where reminiscence has been used to engage residents and promote wellbeing.’

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. There was a varied activity programme within the service including exercise, cooking and celebrations of such days as VE day. There was links with the local church and recently a local playschool visited. They had linked with another care home who visited for lunch. Trips out were limited due to transport but walks into the local village to access facilities took place. Staff sought support from external professionals when this was needed and generally this was incorporated into people’s care plans.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The registered manager told us they could adapt information to meet people’s needs. Staff knew how to effectively communicate with people. We observed staff talk to people with kindness and patience and support people to respond.

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 told us they felt involved in daily decision making and staff listened to them. People were unsure if or when they had been involved in reviews of care, but overall were happy with the care provided and felt able to raise concerns. A recent survey of staff and external stakeholders, which had been completed by people and their relatives, had been conducted. An action plan had been developed from this to help develop improvements across the home. Regular meetings were held with people and their relatives. The home received very few complaints but a number of compliments. People and their relatives said they knew who to speak to if they had any concerns and felt they would be listened to. Where complaints had been made, these appeared to be responded to appropriately.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People felt they were well treated. Staff worked well with other services and knew how to refer people to support services they might need.

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 spoke positively about the care they received. They felt listened to and relatives feedback was positive about outcomes for people. Staff completed training around equality, diversity and human rights, and understood the importance of meeting people’s preference and promoting people’s choices and rights.

People were sometimes 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 care records needed to be developed further to reflect individualised end of life care. Reviews of death took place to see if anything could be learnt to improve care for others.