Bower Grange Residential Care Home Also known as http://crmlive/epublicsector_oui_enu/start.swe?SWECmd=GotoView&SWEView=HC+Account+Dashboard+View&SWE

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 newly registered service. This key question has been rated 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.

Relatives told us staff were aware of their family members personal preferences and choices and met these when they provided their care. A family member involved in their relative’s care planning said, “They have been through it with us, and they know all of their wishes.”

Care plans were completed by staff who were competent to do this, and the plans gave staff guidance on how to support people’s individual needs.

We saw people’s care plans had evolved over time as staff learnt more about people’s needs, individual choices and preferences. They gave detailed guidance, and all provided enough information about people’s personal likes, dislikes, choices and wishes. It was clear the individual person was at the centre of the care planning process.

Staff discussed with people, or their representatives, their care and treatment options so people could make informed choices about these.

A care plan review took place regularly and when people’s needs altered. These reviews were recorded for staff information. Action was being taken to ensure, following the review, the care plan itself was amended so it also reflected any changes in care 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.

The provider worked with commissioners of care including health and social care professionals to support people’s needs and, to ensure, where there were gaps in care provision, additional care support could be accessed. This included advocating for people to receive funding from commissioners for additional care support.

Where people required the support of other specialised services, staff worked collaboratively with those services to ensure the person’s needs could be met and continuity of care was maintained.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

People’s communication care plans gave staff guidance about people’s verbal and non-verbal communication needs. Care plans provided guidance for staff on how they should support people to understand what was being communicated to them.

Information was displayed around the home in a variety of formats for people who did not understand written information.

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.

The provider had a complaints policy and procedures for people, their relatives and visitors to be able to raise a concern or complaint. Information about how to raise a complaint was seen on notice boards. Records showed that the home had not received any recent complaints.

The provider sought the opinions of people and their relatives through meetings and quality surveys, and we saw action was taken based on the feedback received. One relative said, “We have never had to complain about anything, but there is always staff and senior staff around to ask if we had any concerns.”

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

People were able to access healthcare, treatment and support when they needed it. Staff ensured timely referrals were made for specialist support, while people could regularly access local health support when they required it.

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’s care planning was consistent, and the provider sought to provide a person-centred service acknowledging people’s differences and complex needs. People’s and staff’s cultural and religious needs were supported.

Each person’s care plan identified any equality needs and how these impacted their care needs, while staff understood their role in ensuring people's equality and diversity needs were met.

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 had future wishes care plans which recorded their preferences, where they were happy to discuss this. They also recorded how their family should be kept updated. People had Recommended Summary Plan for Emergency Care and Treatment (ReSPECT) forms. A ReSPECT form can be used to record people’s wishes and preferences so in the event of an emergency, those looking after them can make decisions about their care that reflects their personal wishes.