Orford House 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 choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. Staff took the time to get to know people, and this enabled them to provide personalised care. Clear information was gathered through the assessment and care planning process to ensure care and support was tailored to the individual.

People and their relatives were happy with the care and support they received. They told us staff knew them well and provided a personalised care service. Staff were able to pre-empt what people required and offered timely, responsive support. One relative told us, “Sometimes [the staff] know what [their family member] wants before they do.” A staff member said, “It’s all about the individual. You have to get to know the residents. We get to know what they like and what they don’t like. How they like to be supported with personal 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. Staff worked well together to ensure continuity of care within the home. Staff trusted their colleagues and there was good communication to ensure a shared approach to care delivery. Staff also had built good working relationship with other professionals involved in people’s care. There was regular liaison and joint working to ensure all involved were kept up to date and aware of people’s health, wellbeing and support needs.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care and support. Staff involved people in decisions about their care and told them what had changed as a result. There was an open and transparent culture within the home and feedback from people and their relatives was welcomed.

A complaints process was in place and made accessible to people and relatives. If any concerns were raised these were dealt with quickly and efficiently. People and relatives told us, “Staff always listen so I am sure anything would be dealt with,” “All staff are receptive” and “[The staff] do really listen.”

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care and support in response to this. Staff spoke with people to understand what was important to them and to gather information about their lifestyle and life history.

A flexible approach to care was provided that took account of people’s religion, culture and sexuality. Staff were respectful of people’s relationships, and with people’s permission, involved those that were important to them in their care. People’s religious preferences were respected and people were able to access faith leaders. There was a diverse staff group from a range of backgrounds and who spoke a number of languages. People were able to speak in their preferred language to staff who understood them.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.