Sycamore Rise 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 71 (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. People and those important to them were not always involved in the planning of their care. Two relatives shared they were not aware of their family members care plan. Records we reviewed provided limited evidence that people and when appropriate their relatives, were involved in care planning. Our observations during the assessment showed staff knew people and delivered care to meet their needs and preferences. For example, we saw a person being offered a choice of mobility equipment and a person’s drink being prepared in accordance with their assessed needs.

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 from staff who actively sought to work closely with other services. Recommendations from health professionals were incorporated into care plans and care was adjusted to enable the care to be delivered.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The registered manager told us if information was required for people whose first language was not English, this would be provided.

The provider had systems for people to share feedback and ideas, or raise complaints about their care, treatment and support. There was a complaints procedure in place which was accessible to people and those who were important to them. A family member shared they had spoken with the registered manager as they were unhappy with an area of the service. They said the registered manager had investigated their concerns and it had been resolved to their satisfaction. A person who lived at the home told us they had a copy of the complaint procedure and would speak to the registered manager if they had a complaint. Meetings and a survey had been recently introduced by the registered manager to enable people and those who were important to them to share their views. The survey was being analysed at the time of the assessment.

The provider made sure that people could access the care, support and treatment they needed when they needed it. For example, referrals to specialist services such as speech and language therapy (SALT), district nurses and doctors were completed promptly where there was a change in people’s needs. A relative shared how their family member had become unwell and medical advice was sought promptly. Staff said they were committed to supporting people to access the help they needed as individuals. A staff member told us, “I will fight for people’s rights, we’re their advocates.”

Staff were respectful of people’s differences. Their interactions with people showed an awareness of valuing differences in others. Care records demonstrated people were able to access services when these were needed to meet their individual and unique needs. Records showed individualised care was delivered to meet people’s needs.

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. Where people had shared their end of life wishes, these were documented and known by staff. During the assessment we received feedback from a family member who said their loved one had been well cared for at the end of their life, and staff had been caring and supportive towards the person and the family member.