Greenacres 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.

We did not look at Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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 were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

We found that staff supported people well to access healthcare services and ensured concerns were followed up. One person told us, “This week I had the GP come to see me.” Records showed strong communication with the GP practice, with a designated care coordinator liaising directly to ensure people received timely reviews, referrals and treatment adjustments. For example, the service arranged follow‑up for people with diabetes, recurrent infections and skin concerns, demonstrating responsive action when needs were identified.

Professionals reported good communication with the service, and people were supported effectively when moving into the home, helping ensure their needs were understood and addressed early.

Staff also tailored support to individual needs. Examples included working with district nurses to manage specialist equipment, involving mental health services when people’s capacity fluctuated, and supporting people with physical health conditions such as Parkinson’s disease and diabetes through coordinated care and monitoring.

People’s experiences were consistently positive in surveys and observations, with people telling us they were happy with the care provided. Staff listened to people’s concerns and preferences, and adapted support to promote independence and well-being.

Overall, the service demonstrated good practice in ensuring people received equitable access to healthcare and responsive support tailored to their individual needs.

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.

We found that people who wished to discuss end of life care were supported to do so, and their preferences were recorded. Care plans included information about preferred place of care, desired involvement of family, and personal wishes for end‑of‑life arrangements.

People approaching the end of their life had anticipatory medicines in place, ensuring they would receive timely symptom management. The service also had RESPECT forms completed, and these had been updated with the GP and family involvement where appropriate, ensuring treatment decisions reflected people’s current wishes.

Overall, people were supported to plan ahead in a way that respected their choices and ensured their needs would be met as their health needs changed.