Orchard Nursing

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 routinely monitored people’s care and treatment to ensure outcomes were positive and consistent. For example, people’s care plans included personalised information about people’s needs, wishes and preferences. Aspects of people’s care, such as food and fluid intake, weight and skin integrity, were consistently monitored, and the outcomes were used to inform ongoing reviews and adjustments to their care.

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. For example, people told us they were supported to attend appointments with other services when needed, such as GPs, dentists and hospitals. People also had access to advocacy services should they require support in making decisions about their care.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. For example, information about the service was available in alternative formats, including picture‑based materials, to support people with differing communication needs. Accessible information was provided to help people understand their rights, including how to make a complaint or contact external agencies if they were unhappy with their care. Advocacy services were used when needed to support people in understanding information about their care and to help them express their views and

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. For example, managers and staff involved people in decisions about their care. Regular care review meetings, as well as day‑to‑day discussions, gave people opportunities to talk about their care and support and agree any changes. A complaints policy was in place, and information on how to make a complaint was clearly displayed throughout the home. All concerns and complaints had been taken seriously, investigated thoroughly and appropriately addressed. People told us they knew how to raise a complaint, and family members said they were confident any issues they raised would be dealt with properly.

The provider made sure that people could access the care, support and treatment they needed when they needed it. For example, records and discussion with people and their family members evidenced people accessed support from other services when required. Details of the external services involved, along with the outcomes of these contacts, were clearly documented within people’s care plans.

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. For example, people who were at greater risk of inequality in their experience or outcomes, detailed information about their individual care and support needs was recorded.

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. For example, people and/or their representatives were given opportunities to discuss and record future plans, including their wishes for end‑of‑life care. People’s wish not to be resuscitated were documented and kept under review to ensure they remained current, appropriate and reflective of the person’s views and best interests.