The Stables Residential Care 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 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 and relatives spoke positively about the support provided for people to spend their time doing things of interest to them which they enjoyed. One relative told us “We often go to the local café and have a wander around the town. Simple ordinary things that everyone enjoys.”

Another relative described having a ‘wonderful time’ with their family member at a local club. The relative explained staff had arranged the outing at short notice because their family member was unsettled, and staff knew the person enjoyed going to this venue.

Staff understood the value of person-centred care. One staff member told us, “Nothing is set in stone. If it was that wouldn’t be person centred care. We respond to what the residents want and need at the time.”

Care plans were personalised, reflecting preferences, needs, and what was important to people.

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.

People received support from a consistent staff team who knew people well. One relative described how on the day their family member moved into the home the provider had ensured a staff member known to their family member was on duty to greet them. The relative added, “Consistency, a familiar face is so important for [Name].”

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

People were asked about their communication needs during their pre-assessment, including if they needed information provided in a different format.

Care records informed staff about people’s communication needs and preferences. For example, if people used a hearing aid. During our inspection we saw staff communicated effectively with people.

The provider understood their responsibilities in ensuring people receive information in a way they understand. The provider told us “If someone was blind for example, we would look at how we can best share information such as braille, we could also speak to family members.”

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.

People and relatives were given the opportunity to share their views and ideas. One relative told us “Everything that happens here is inclusive and transparent. [Provider] is very approachable and is always available to speak with. If there was something wrong, I know if would be dealt with.”

Staff understood what action to take if someone had a concern or complaint One staff member told us “If a complaint was raised with me, I would actively listen. I would apologise, reassure the person it would be dealt with, and I would pass the complaint over to the person in charge. I would explain to the person they had the right to take the complaint further.”

The provider had an up-to-date complaints procedure which was given to people and their relatives upon admission to the home.

The provider was knowledgeable about how to access specialist support when needed and maintained collaborative links with local health and social care teams. They ensured residents could access a range of services, including chiropody, physiotherapy, and dental treatment.

People had access to other health care services when they needed it. One relative told us “If [Name] needs a doctor or anything like the dentist its sorted straight away.”

Staff were kept up to date with planned appointments. One staff member told us “All appointments or visit are written down, so we know what’s planned.”

The provider knew how to access specialist support such as Speech and Language Therapists and Physiotherapists.

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 were supported to engage in things that mattered to them. One relative told us, “Some of the residents are Christian and there are church services. This is important for them.”

Staff had completed equality and diversity training to better understand how to reduce inequalities and challenge prejudice, helping to improve outcomes for the people they support.

The provider understood their responsibility to ensure people experienced outcomes tailored to their care, support and treatment. They told us they took the time to find out about people’s values and beliefs to ensure their care and support was tailored to these.

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 were asked about their end stage of life wishes. Where people had chosen to share this information, it was detailed in care records.

The provider told us, “Advanced planning is important, hopefully you can do it when they [people] are in position to make that decision. We try to make it a nice conversation to ask their wishes.”