Country View Nursing 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 aimed to place people at the centre of their care and treatment, and staff demonstrated a good understanding of people's preferences, routines, and individual needs. However, this was not always consistently reflected within care plans and supporting records.

During the assessment, we observed positive and person-centred interactions between staff and people using the service. Staff knew people well and were able to describe their likes, dislikes, preferences, and support needs. People appeared comfortable with staff and received support in a way that respected their choices and wishes. Relatives spoke positively about the care provided and told us, "They do genuinely care", "The interaction they have with (relatives) is tremendous", and "I recommend them to anyone who listens."

However, we found that care plans were not always sufficiently personalised, detailed, or reflective of people's current needs. Some records lacked clear guidance for staff about how to respond to changes in people's health, behaviour, and care needs.

These concerns showed that while staff delivered care in a person-centred way, care planning systems did not always support this approach or clearly reflect people's individual needs, preferences, and changing circumstances.

The provider understood people's health and care needs and worked with other services to help ensure care was joined-up, flexible, and supported continuity. Staff worked closely with healthcare professionals to help people receive the care and treatment they needed.

The registered manager and staff understood people's health needs and knew when to seek support from other healthcare professionals if people's needs changed. Many people living at the home had complex needs, and staff worked closely with a range of healthcare services to help keep people safe and well supported. People regularly had access to professionals such as dietitians, Tissue Viability Nurses (TVNs), the Speech and Language Therapy (SALT) team, and GPs, who carried out weekly visits to the home.

The close working relationships between staff and external healthcare professionals helped ensure people received coordinated care and support when their needs changed. The service promoted continuity of care through a stable staff team.Relatives spoke positively about their experience of the service and the care provided to their loved ones. One relative told us, "The care is unbelievable, and I just wish (relative) had gone in this home a long time ago."

The provider supplied information in a way that took account of people's individual communication needs and preferences. Staff worked to ensure people and their relatives received information that was appropriate, understandable, and shared at the right time.

Relatives told us they received regular updates from the home. Staff described how they communicated with people and their relatives to make sure information was shared in a way people could understand. Care plans included information about people's communication needs, and staff considered individual preferences when explaining information, choices, and care decisions.

People had access to mobile phones and tablets, which helped them stay in touch with family and friends and maintain important relationships.Staff had received data protection training and understood the importance of keeping people's information confidential.

The provider made it easy for people to share feedback, raise concerns, and be involved in decisions about their care and support. People, relatives, and staff told us communication within the service was good and that they felt able to share their views.

The service listened to people and involved them in decisions about their care and daily lives. Families were invited to attend care plan reviews and other meetings to discuss people's needs and any changes in their care. There was a clear complaints process in place, and people and relatives were able to share their views through meetings, feedback forms, and discussions with staff and management. This provided people with different ways to raise concerns, make suggestions, or provide feedback about the service.Relatives told us they felt involved and informed about their loved one's care. One relative said, "They tell me what's going on, I don't have to keep asking," while another told us, "I go away from here, and I don't worry about (relative), I know (relative) is in good hands, with good care."

The provider made sure that people could access the care, support and treatment they needed when they needed it.During this assessment, we did not identify any concerns about people's ability to access the service or the support they required. The registered manager and staff demonstrated an understanding of the importance of ensuring people received the care and treatment they needed in a timely way.

The environment supported accessibility. The home had clear signage, and all areas, including the garden, were wheelchair accessible. This helped people move around the home safely, access facilities, and maintain their independence.

Staff were flexible and adjusted support when people's needs or preferences changed. The home had a range of equipment and adaptations to support people, including handrails in corridors, raised toilet seats, grab rails, and bath hoists. These helped people access different areas of the home and receive support in a safe and comfortable way.

Staff and leaders listened to people and took account of their individual needs, preferences, and circumstances to help ensure they received fair and inclusive care. People were supported in a way that promoted equality, dignity, and respect.

Staff had received training in equality, diversity, and human rights. People told us they were treated fairly and with respect and did not feel discriminated against because of their age, disability, background, or personal circumstances.

During the assessment, we observed people being supported in a fair and balanced way. Staff treated people as individuals and adapted their approach to meet people's needs and preferences.The provider used a range of technology for the benefit of people, including assistive technology.Activities were adapted to help ensure everyone had the opportunity to take part, including people with mobility needs or cognitive impairment. This helped people remain involved in meaningful activities and reduced the risk of social isolation.

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.

Staff worked with people and those important to them to ensure care reflected their preferences, choices, and individual needs.We observed positive and compassionate end-of-life support within the home. A holistic therapist was providing one-to-one emotional support to people receiving end-of-life care and to relatives during difficult periods. The holistic therapist also offered emotional support to staff. People and families spoke positively about this support and valued the comfort, reassurance, and guidance it provided.

End-of-life care plans were in place for people receiving this support. These plans helped ensure people's wishes and preferences were considered when planning and delivering care.The manager also showed us an updated end-of-life care plan template that had been developed to make records more person-centred and capture more detailed information about people's wishes, emotional needs, preferred care, spiritual support, and symptom management.