Silver Howe

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 planning and delivery.

This service scored 71 (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.

Some care plans and records were person-centred however some were not always reflective of peoples’ current needs. Some people and their relevant others told us they were involved in the planning and the reviewing of their care and support. People where appropriate were consulted with about changes to their needs or decisions about them.

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 and relative’s, we spoke with were generally satisfied with the care and treatment they were receiving. The service worked flexibly and in a joined-up way with relatives to ensure peoples’ preferences and needs were noted and catered for. Current dementia guidance had been incorporated into the new environment design on Bluebell unit. However, we did not see this being regularly used by people.

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

People’s communication needs were recorded, reviewed, and were considerate of the Accessible Information Standards. Relatives told us they were kept informed when changes happened in peoples’ care needs. Information in the home was kept securely. Care records were kept electronically.

The provider did not always make 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 their relatives were provided with opportunities to give feedback about the service. However, this had not been consistently done on a formal basis meaning there were missed opportunities for the service to respond or make improvements based on people’s feedback. Peoples concerns and complaints were recorded and responded to by the registered manager.

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

People’s needs and what reasonable adjustments they needed had been implemented to ensure people had equal access to services. The building had been adapted to ensure it was accessible to people, appropriate aids, adaptions were in place. There was an on-call system covered solely by the registered manager to ensure out of hours support was available to ensure people could access the care, support and treatment they needed and when they needed it.

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 treated equally and their care and treatment adapted to meet their individual needs. Staff had access to policies and training to support their understanding of people’s rights, discrimination and inequalities.

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’s wishes for their end-of-life care had been discussed where relevant and noted. Staff had received some training in end-of-life care and they worked jointly with the community nurses to care for people at the end of their life.