Rock House 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 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. People’s care plans were personalised which supported the delivery of person-centred care and support. People’s continence products were stored in shared bathrooms. We raised this with the registered manager, and they took immediate action to remove them. People’s bedrooms were personalised to their individual tastes. A member of staff told us about how they provided person-centred care, “Care is based on the person and their needs, not just a standard care plan. Every time I support a resident, it is person-centred care, respecting their wishes and beliefs. Each of our residents have a person-centred care plan which is [developed] around their needs. I think it's vital to spend time with people’s family too and speak to them about the person.” Feedback from professionals was positive. One local professional told us, “In my professional experience, Rock House provides safe and person-centred care. It is my first choice out of all the homes we have available when I am looking for a care home for someone. People I have worked with in Rock House seem to improve in their emotional wellbeing and also physical in some cases, which I feel demonstrates they are receiving effective support from staff. The appropriate health and care services are contacted in a timely manner when people's needs change.”

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 good communication between teams of staff at shift handover meetings which supported continuity of care. A local professional told us, “There is a good relationship with the local GP practice who are easily accessible and support people with any medical or health changes promptly.”

The provider supplied appropriate, accurate and up-to-date information in formats tailored to individual needs. Information was displayed in appropriate formats throughout the care home. For example, people’s food choices at mealtimes were supported by menus with pictures and there were picture boards of the members of staff who worked in the care home and who were the champions for specific areas including infection prevention and control, activities and end of life care.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Members of staff involved people in decisions about their care and told them what had changed as a result. People and families had regular and direct access to the registered manager and the management team at a minimum of, at least, once a week. The registered manager made themselves available to talk to people and their families about any concerns or ideas about care and support. This helped mitigate any complaints received by the provider. A member of staff told us about how they get feedback from people about the service, “We encourage family members to give feedback while visiting or we ask them to fill in a questionnaire.” The registered manager said, “I am always happy to talk with families. I regularly use [video calling] with family members in [other countries].”

The provider made sure people could access the care, support and treatment they needed when they needed it. We observed people a range of different activities in 2 separate lounges, including bingo, quizzes, games and music. People told us visiting singers were particularly popular. Some people also exercised their choice not to participate in group activities. A member of staff told us about how people are supported to maintain social networks and relationships, “To maintain relationships and networks, individuals are supported to stay connected with family and friends through regular visits, phone calls, and digital communication. Access to social activities and community engagement is facilitated to help sustain important personal connections.”

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. We observed members of staff were considerate of people’s protected characteristics. People and their relatives did not raise any concerns about being treated less favourably and we did not see any evidence people were experiencing inconsistent care due to their protected characteristics.

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. Discussions about end-of-life care and after-death wishes were recorded in people’s care plans. We saw evidence people were actively involved in expressing their wishes about where they wanted to die and how they wanted to their funerial processes to be arranged.