Valeries Care Home and Valeries Home Care

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 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 ensured people were at the centre of their care and treatment. Care was planned and delivered in partnership with people, and staff responded appropriately to changes in people’s needs.

Staff encouraged people to make decisions about their care and day-to-day lives, promoting their independence and personal preferences. People were supported to maintain relationships that were important to them, including with family and friends.

Relatives told us staff were welcoming and made them feel part of the life of the home.

People’s requests and preferences were listened to and acted upon. This helped ensure care remained personalised and responsive to people’s individual needs.

This demonstrated that people were actively involved in their care and received support tailored to what mattered to them.

The provider demonstrated a good understanding of the diverse health and care needs of people using the service and the wider community. Care was coordinated, flexible and promoted continuity, enabling people to experience joined-up support.

The provider had established effective working relationships with health and social care professionals. External professionals provided positive feedback about the collaborative approach, noting that communication was timely and enabled positive outcomes for people.

Systems were in place to regularly monitor and review people’s needs. Where concerns were identified, these were escalated promptly to external services, ensuring risks were managed effectively and care remained safe and well-coordinated.

The provider ensured people received appropriate, accurate and up-to-date information in ways that met their individual communication needs.

People’s communication preferences were recorded in their care plans, with guidance for staff on how to support effective communication. This helped ensure people were fully informed and involved in decisions about their care. Staff told us they had access to the information they needed to deliver safe and effective care. We did not receive any concerns from people or relatives about how information was shared with them.

The provider had systems in place to support accessible communication. Information was provided in a clear and understandable format, and staff adapted their communication style to meet people’s individual needs. Staff used different communication approaches where needed, such as simplifying language or providing additional support to ensure understanding.

Information about people was handled in line with data protection legislation. Systems were in place to ensure confidentiality and appropriate sharing of information.

The provider made it easy for people and their relatives to share feedback, raise concerns and be involved in decisions about their care. Staff listened to feedback and informed people of any changes made as a result.

The provider sought people’s views regularly, including through surveys carried out every 3 months. Feedback was recorded and used to improve care quality and safety. For example, where people requested changes to menus, these were implemented.

The provider offered opportunities for people to share their wishes and preferences. For example, a ‘wish tree’ was available within a communal area for people to record their requests. One person used this to request more contact with their family, and the registered manager facilitated this by arranging increased communication.

A complaints policy and procedure were in place. Staff told us concerns raised by people or relatives were often resolved quickly, which meant formal complaints were not always required.

Relatives spoke positively about communication and responsiveness. One relative said, “If you pick up the phone and call, [manager] will help you in any way possible. [Manager] gets back to messages if she is not there when you ring.”

This promoted a culture where feedback was welcomed, listened to, and used to improve people’s experiences.

The provider ensured people could access the care, support, and treatment they needed when they needed it. Care was provided in a way that promoted equality and reduced potential barriers to access

People’s individual needs were considered to ensure they received fair and effective support. This included considering people’s communication needs, health conditions, and preferences.

Staff supported people to access healthcare services when required, including arranging appointments and working with external professionals. This helped ensure people received timely care and treatment.

There was no evidence that people experienced barriers to accessing care or support. People and their relatives did not raise any concerns in relation to accessing services.

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.

Policies were in place to uphold equality and diversity, and staff received training to ensure these principles were embedded in practice. Assessments and care plans reflected people’s individual needs, including disability, age, gender and religion. This ensured people were treated fairly and their preferences were respected.

People were given the opportunity to plan for important life events, including the end of their life, so they had time to make informed decisions about their future care.
Care plans included information about people’s wishes and preferences for end-of-life care where they had chosen to share this. These discussions were carried out with people and, where appropriate, their relatives and relevant professionals. Staff respected people’s choices and ensured their preferences were clearly recorded and accessible to those involved in their care.