Uplands House 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.

Improvements had been made following our previous inspection. 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.

Care plans were person centred to ensure care was provided in accordance with people’s individual needs and preferences. For example, people were supported with personal care in a way and at a time of their choosing to help reduce their anxieties.

People were offered a range of meaningful activities. During our on-site inspection visits numerous activities took place, including people going out to do their chosen activity.

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.

A relative told us, “The management team have been really committed to involve the family and do take our views and insight onboard.”

Staff had completed training and understood the Equality Act.The provider gave us examples of when they had collaborated with other health and social professionals to ensure care was joined up. They also told us some health professionals visited people in the home which helped alleviate some of the people’s anxieties. This helped to remove some of the barriers to care.

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

People had communication aids in place, including mobile phones, electronic tablets and communication boards.

Easy read documents were available, and the provider evidenced how these had been used to support some people. For other people, where easy read documentation was not helpful, staff who understood their specific communication style were available to aid them. This meant people could make their needs and wishes known to staff.

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 living in the home were asked for their views in a variety of formats throughout the year, these included in daily conversations, meetings with their keyworkers, and through surveys. Action plans were devised from these meetings and survey’s and were shared with people. This meant people’s views were listened to and drove improvement.

The provider told us, where needed they engaged the use of advocacy services to ensure people were heard.

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

Staff understood the needs of people with mental health needs and worked hard to ensure typical barriers faced by people were removed or mitigated against.

Each person had a hospital passport in place. We reviewed these documents and noted people’s individual risks and health conditions were included. This could be shared with other health professionals to reduce potential barriers to care within the health and social care system.

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.

Staff understood how the Equality Act 2010 applied to their role. Staff treated people as individuals and made reasonable adjustments for anyone who needed them. This meant people were less likely to experience discrimination.

The registered manager told us, “Our support plans are written to specifically capture people’s voice. Staff talk to people 1 to 1 to gain feedback. If someone doesn’t want something it has to be documented and if they do this needs to be captured. We make sure their feedback is always reflected.”

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 end of life plans in place which included where they would want to be cared for at the end of their life, and some people had plans for their funerals which included religious preferences. People’s relatives participated in this ongoing process.