Stanbrook 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. This is the first assessment for this newly registered service. This key question has been rated 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 and their relatives worked with staff to develop care plans. A relative told us, “Staff work with [person’s name] and they get on well and involve them in the care planning. I am also involved in planning for [person’s name].” People were supported to meet their individual needs and preferences. Care plans gave staff guidance on people’s individual preferences. For example, a personhood and spirituality care plan were in place for people, which gave staff information about people’s background, including meaningful relationships people had. Staff told us they used the information in care plans to get to know people. We saw staff used the information to ensure people had individual care. For example, staff put the music on in the lounge, a person chose the record and was tapping their feet and singing along. We saw this was something noted in the person’s care plan that they enjoyed.

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. The manager told us they had good relationships with other health professionals and worked in partnership to deliver people’s care. Staff confirmed they often worked closely with other professionals. Partners told us leaders and staff shared information with relevant other professionals, including district nurses, tissue viability nurses, doctors and dieticians. Records showed engagement from other professionals including social workers, case managers and pharmacists.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The provider had systems in place to ensure people received information in a format which met their individual needs. People had an assessment of their communication needs, which set out how people should be supported to communicate. We saw staff used the information in people’s care plans to ensure people were given information in a way they understood. For example, one person used images to help tell staff what they wanted and staff used the images to ensure the person made choices for themselves. People and relatives felt the provider kept them up to date on information which was important to them.

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 were involved in decisions about their care and support. A person told us, “I like sitting in my bedroom, like I am now. Sometimes I go downstairs. I wanted to stay in my room today, they just let me do what I want.” Relatives felt the provider had effective systems in place to ensure they were kept informed about people’s care. A relative told us, “The manager is good at keeping us informed. It’s nice to know they are on the ball.” Records showed people and relatives were actively engaged in the care planning process. The providers systems ensured people and relatives where appropriate were involved in planning for care and support. Records included decisions people had made and the support they needed from staff. The provider had a complaints policy in place. Where people had made a complaint, these had been responded to in line with the policy. People and relatives were aware about how to make a complaint. A relative told us, “I’ve not made a complaint, but I would if I needed to. I have no issues at all.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. The provider ensured suitable equipment and adaptations were in place to enable people to access the care and support they needed. We saw people had access to adapted bathrooms, with a choice of bathing facilities to meet individual needs. There was a lift access for people to get to different areas in the home. We saw staff had access to a variety of equipment which they used to support the needs of people living at the home. This was clearly documented in peoples care plans and staff were aware of how to support people safely.

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 manager told us the provider aimed to ensure service users and staff felt valued and respected. Staff had received training in equality and diversity and were able to apply this learning when supporting people. Staff were aware of individual protected characteristics and could describe how this helped ensure people received person-centred care. People told us staff provided care in the way they preferred, for example, when they received personal care, with their meals and how they spent their time.

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 lives. The manager told us everyone had a care plan in place for expressing their future wishes. Staff were aware of these plans and could describe how they were used when supporting people at the end of their lives. A staff member told us, “We have plans in place for end-of-life care when people need it these are reviewed, and we follow them.” Nobody was in receipt of end-of-life care at the time of the inspection site visit. However, we saw end of life care plans were in place which detailed individual preferences for the location of care and who should be involved in their care and any decisions taken.