Selly Wood House 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 inspection 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 were at the centre of their care and treatment choices, with staff working in partnership with them and their families to respond to relevant changes in needs. Care plans reflected individual preferences, needs, and protected characteristics, and reasonable adjustments were made where required. Most people’s rooms were individualised and contained meaningful personal items that reflected their individual histories and preferences. However, a small number of rooms lacked personalisation. Leaders had recognised this and included them on the live action plan, demonstrating awareness and ongoing work to improve the person-centred nature of the environment.

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 understood people’s diverse health and social care needs and coordinated care to ensure continuity and flexibility. Staff worked effectively across teams and services, including GPs, physiotherapists, dieticians, palliative care teams, and community partners, to ensure care was joined up and responsive to people’s individual needs. Up-to-date digital records, handovers, and shared assessments ensured staff had access to relevant information, reducing the need for people to repeat their history.
Care and treatment reflected people’s preferences, cultural needs, and protected characteristics where applicable. Transition planning and referrals were coordinated promptly, and staff escalated clinical concerns appropriately, including when emergency guidance was needed. Multidisciplinary communication and daily handovers supported safe, seamless care.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.
People and their families were kept informed about care, treatment, and any changes to medicines or support plans. Communication needs were considered, and information was shared in ways that people could understand. Staff and leaders demonstrated awareness of confidentiality and data protection, ensuring personal information was handled safely and securely. Families confirmed they were kept updated and involved, with one relative stating, “I know my relative’s needs are looked after properly, and I am always kept updated about any changes verbally and sometimes in writing where necessary.”
Tailoring of information to individual needs was evident in care planning, staff interactions, and multidisciplinary communication. The service also supported people to understand their rights and care options, including consent, care reviews, and choices around daily activities.

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.
Complaints and feedback were taken seriously and addressed in a timely and transparent manner. People and relatives reported feeling listened to, with one relative stating, “If I raise anything, staff always respond and explain what they are going to do.” Staff described how feedback was shared across the team and used to improve daily practice, demonstrating that learning from concerns was applied consistently.

The provider made sure that people could access the care, support and treatment they needed when they needed it.
Staff and leaders actively identified and removed barriers, including physical, communication, and procedural obstacles, to ensure timely access for all. People were able to access healthcare professionals, specialist services, and external support as required, with staff coordinating referrals and sharing information to maintain continuity. Adjustments were made where needed to support people with different needs or protected characteristics, ensuring care was inclusive and respectful of rights.
People and relatives confirmed that services were responsive, with one relative stating, “Whenever we need help or advice, staff make sure we can get it straight away.” Leaders monitored accessibility and used feedback to make improvements, demonstrating ongoing attention to equity and fairness in access.

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.
The provider actively sought out and listened to information about people most likely to experience inequality in experience or outcomes. Staff and leaders acted to remove barriers, ensure equality, and tailor care, treatment and support to meet individual needs. People and their relatives reported feeling empowered to share their views and were confident their feedback influenced decisions about care. One relative told us, “Staff always listen to us and make adjustments, so my family member gets the support they need.” One person told us “If they think you need to see a doctor, they don’t wait for you to ask them. If you’re poorly, they send for the doctor straight away”.
Leaders and staff were alert to potential discrimination or inequality and took proactive steps to address these, including making reasonable adjustments for communication and mobility needs. People’s protected characteristics, personal preferences, and individual circumstances were considered in planning and delivering care. The GP confirmed that improvements under new ownership had led to better communication, a more stable staff team, and consistently high-quality outcomes for people, including effective rehabilitation and enhanced palliative care. This approach demonstrated the provider met legal equality and human rights requirements and promoted equitable experiences and outcomes for everyone using the service.

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.
The provider supported people to plan for important life changes and make informed decisions about their future, including end-of-life care. Staff worked with people and their representatives to ensure preferences were understood and respected, including those related to protected characteristics or individual vulnerabilities. Personalised care plans reflected people’s choices and were shared appropriately with relevant services and staff to maintain continuity and responsiveness.
People were supported to express their wishes regarding treatments, including cardiopulmonary resuscitation (CPR), and were able to review or change their decisions at any time. Staff communicated openly and sensitively when care or treatment changed, ensuring people experienced comfort, dignity, and respect. Multidisciplinary input from GPs, nurses, and other healthcare professionals supported people to achieve their future goals, whether these involved maintaining independence, receiving fewer interventions, or managing end-of-life care. Relatives confirmed they were kept informed and involved, with one noting, “We are always consulted about what my family member wants, and staff make sure their wishes are respected.”