Pendene 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 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 were at the heart of how their care, support and treatment was delivered. People told us staff knew them well and understood their needs. A relative told us, “The staff are very open and supportive. They’ll listen to [family member] they are very tolerant of their specific ways and routines and will stick to [family member’s] timetable.

People’s care plans fully reflected their physical, mental, emotional and social needs. Care plans were person centred and based on people’s individual preferences. Each care plan had an objective to meet individual preferences.

If people had specific needs as a result of their protected characteristics, these were reflected in care plans. Some people were supported to follow their chosen religion because this was known to be important to 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 told us they had access to health care and support services. Records showed staff made timely and appropriate referrals and followed up required actions.

A recent local authority quality monitoring visit was positive about the quality of the service.

The provider had effective systems and processes to ensure people were supported to transfer to alternative settings if the need arose. This included how information was shared to support continuity of care.

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

The service met the requirements of the Accessible Information Standard. They assessed people communication needs and planned for these to be met. Information was available in accessible formats such as large print, easy read or British sign language.

Staff understood their responsibilities to store information securely and only share information appropriately with people who need to know, and where possible, only with the person’s consent.

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 and their family understood how to give feedback, share ideas or complain about care, support and treatment. A relative told us how they had raised a concern and this had been dealt with quickly.

The provider had a complaints policy and procedure. Staff understood their responsibilities and described how complaints were taken seriously, used as an opportunity to learn and shared with the team. The provider told us there had not been any recent complaints.

The provider supported people to give their feedback, share ideas or make a complaint during meetings, care plan reviews and annual surveys. The providers most recent satisfaction survey retuned positive results and where suggestions were made, these were acted on.

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

People told us they received the care and support they required. Staff assessed people and considered any protected characteristics under the Equality Act. Staff had completed equality and diversity training. People’s needs were planned for in individual care plans.

Staff were alert to discrimination and inequality which could disadvantage different groups of people in accessing their service whether this was from wider society, within organisational processes and culture or from individuals.

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 provider told us about action they had taken to improve the quality of care in relation to people’s protected characteristics outlined in the Equality Act 2010. This included a full care plan review. This resulted in creating a quiet space for reflection and prayer.

Staff we spoke with were knowledgeable about people’s equality and diversity needs and described how they met them. They told us about providing culturally appropriate meals and supporting people to follow their chosen religions.
 

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 decisions and what mattered to them were delivered through personalised care plans developed with the person to reflect their preferences.

People were supported to express their wishes about cardiopulmonary resuscitation. Decisions were clearly recorded and communicated.

Peoples end of life wishes were known and recorded.

Staff had received training about providing end of life care. They told us how they involved people’s families (where appropriate) and ensured they had time to support people.