Redcot 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 told us they saw Redcot as their home and were happy there. One person told us, “This is very much my home now, my chair, my mirror, my chest of drawers, my pictures. This is my safe place.” We observed staff worked in a relaxed and calm way which helped to create a homely and person-centred atmosphere.

We received positive feedback on the activities available. The activities co-ordinator told us they tried to ensure they tailored activities to people’s interests, saying, “We have an individual profile for people which gives me an idea of what they like. I speak with family members to try and get some idea of likes and previous hobbies. You get to know what interests people, for example, even if it is a change in the style of music.” People confirmed this was the case. One person told us, “The activities lady knows me really well, there are quizzes and things which I sometimes enjoy, but she comes up to my room and has a chat. One of the best things is the girl that plays the violin, she comes up to my room sits here on the chair and plays to me, we talk about songs and music, she's really wonderful, as she's playing my favourite songs it sometimes brings tears to my eyes. Her visits are one of my favourite things.” A relative told us, “The activities lady is brilliant. She often comes up to see [family member] and will have a cuppa with her and chat for ages. She also does her fingernails.”

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 had access to a range of healthcare professionals to support their needs. People told us they were able to access their GP when needed and the district nursing team visited regularly. One person told us, “If I need a doctor they will arrange it for me, nurses too, they all come here, and it's arranged.” Staff were aware of people’s specific health conditions and had guidance regarding how to support them, what signs of concern to look for and when to refer to external professionals for additional support.

Prior to our assessment we had received concerns regarding delays in making referrals to healthcare professionals. We discussed these concerns with the regional director. They told us they had taken steps to improve communication and ensured staff had re-visited training in relation to skin integrity and reporting procedures. They felt the previous positive relationship with external professionals had been re-established and health professionals confirmed their confidence in the service had increased.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Signage and information around the home was clear and photographs or visual aids were used to support communication.

Peoples care records contained information regarding how they preferred to communicate in line with the Accessible Information Standards. This included information regarding if people had additional needs due to sensory loss and how staff should support this.

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.

Information regarding how to raise a concern was shared with people and their relatives. One relative told us they had expressed concern regarding standards within the home dropping several months prior to our assessment. They told us they had received a response and had seen improvements made as a result. Another relative told us, “Anything you flag up with [management team] is dealt with now.”

The provider maintained a complaints log which was periodically reviewed to identify any themes. The log showed that complaints were responded to in a timely manner, apologies given and action taken to minimise the risk of it happening again. For example, changes had been made to how and when one person was supported with their care to ensure this was in line with their wishes.

The provider made sure that people could access the care, support and treatment they needed when they needed it. The needs of people living with dementia were considered in the design of the home. Areas within the home were undergoing refurbishment to ensure they were in line with the provider’s dementia strategy. Corridors were painted in contrasting colours on each floor and signage was available to help people orientate themselves. The importance of people having their own belongings around them was recognised with many people having their own furniture, pictures and personal belongings in their rooms. Lifts were available to ensure people could access all areas of the home and handrails were in place to support people’s mobility. Adapted bathrooms and equipment to support people’s needs was available and well maintained.

The home worked alongside health and social care providers to ensure they were able to access care and support when required.

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. The care people received was personalised to ensure people’s diverse needs were catered for. This included ensuring people were able to practice their religion and attend church services where this was important to them. The relationships built with people living with dementia meant staff were able to work with them and their relatives to advocate and plan for their care.

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.

Staff received training in supporting people at the end of their life. Where required support was also available from the community nursing team. The regional director told us they aimed to ensure people had the support they wished for at this time, saying, “Everyone should have a peaceful death, and we are here to care for them and their families.” They told us support was available for people so they did not have to be alone at this time and accommodation was provided for relatives if required. Information such as people’s favourite music or specific religious wishes was recorded so staff were prepared. A thank you card from a relative confirmed their loved one had been cared for well at the end of their life, saying, “Thank you so to all the Redcot family for looking after our mother so professionally and caringly in her last days.”