Tree Vale Limited Acorn House

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 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 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 placed people at the centre of their care and involved them in decisions about their treatment. Staff worked in partnership with people to respond to changes in their needs.

Some people’s care plans lacked specific preferences regarding their personal care.

However, overall people received care tailored to their individual needs and preferences. Care plans reflected people’s likes, dislikes and personal histories, and were generally person-centred.

There was a consistent staff team, made up of staff who knew people well. One relative said, “[Family member] likes being teased and having banter, and staff understand that, so they have a laugh together.”

The provider understood people’s diverse health and care needs and worked to provide joined-up, flexible care that supported choice and continuity.

Staff had positive working relationships with external professionals and services to ensure people received the support they needed. For example, visiting services such as opticians and podiatry attended the home, and the provider was in the process of arranging access to dental services for those who did not have a regular dentist.The provider supported people to attend external appointments where possible.

The provider ensured people received information in ways that met their individual needs. Systems were in place to support effective communication with people and their families.

People’s communication needs had been assessed, and care plans set out how staff should support them. Staff adapted their approach to meet people’s needs and promote effective communication.

People and their relatives told us communication with staff and managers was good, including when people’s health needs changed.

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. For example, the provider encouraged people to share feedback, ideas and concerns, including how to raise complaints. People were involved in decisions about their care, and the registered manager kept them informed about any changes made as a result of their feedback.

The provider supported people to access the care, treatment and support they needed in a timely way.

Staff supported people to access a range of services. One relative said, “The doctor comes in once a week and the hairdresser comes regularly, the podiatrist every few weeks, and the optician and hearing specialists visit from time to time.”

People had opportunities to take part in group activities and were encouraged to stay mobile, for example, through armchair exercises.

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. For example, care planning reflected personal preferences and circumstances, and staff adapted their approach accordingly. Input from family and professionals supported coordinated care, with leadership oversight ensuring this was consistently applied in practice.

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. For example, people were supported to consider and discuss future planning. Families often took the lead in making decisions about longer-term care and end of life wishes and this was respected. The provider was accredited with the Six Steps Programme, this program aims to ensure that people receive high-quality end-of-life care that aligns with the philosophy of palliative care and supporting people at the end of their life to remain in the home if this was their wish.