Burlington Nursing 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’s care plans were person centred and reflected their individual preferences, life histories and wishes. One person’s care plan listed their interests as music and football and then went on to detail the specific music the person liked and which football club they were a fan of.

Care plans were updated to reflect any changes to people’s needs. Daily records showed people were receiving the care they needed. We saw there was a relaxed atmosphere at Burlington Nursing Home. People appeared to enjoy the company of staff. They told us they were happy with the care and support they received, and staff knew them well. People’s care was not rushed enabling staff to spend time with them. Staff spent time listening to people and responded to their questions. They explained what they were doing and offered reassurance. Staff told us they received training specific to the people living at Burlington Nursing Home. They said, “Everyone is different, all dementia is different. I feel confident to work with people with challenging behaviours.”

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.

Staff worked effectively with health and social care professionals to ensure people received joined up care provision and continuity. A variety of health and social care professionals visited the service on a regular basis to discuss and respond to people’s care and support needs. Records showed staff referred people to other professionals when required. Visiting professionals also provided training to staff.

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

People and, where appropriate, their relatives were provided with information about the service and other services they could access in formats that met their needs. Notice boards were on display throughout the service providing people with relevant information. People were able to access a copy of their care plan if they wanted.

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 supported to continue engaging in activities and hobbies that interested them. Their preferences were sought through conversations with staff. Staff told us the registered manager was open to suggestions, and they felt confident any issues raised would be dealt with. Staff were given regular opportunities through handovers and staff meetings to express both their own ideas and any that people had conveyed to them during day-to-day interactions. Staff told us, “We have lots of time with the residents now… The new registered manager gives us time to talk to people. We find out what people need and we are here for them.”

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

Staff supported people to access healthcare appointments and helped to advocate on people’s behalf when needed. Activity sessions also supported people’s mental and emotional well-being by engaging them to interact with others. There were various organised activities and also smaller more personal activities. During our visit we saw a carer and a person completing a jigsaw puzzle together. They were discussing the picture, whether all the pieces were there and how easy or hard some parts were to complete. Organised activities at Burlington Nursing Home included VE day singers and a magician with a live rabbit at Easter. The registered manager told us they also had themed evenings, for example Indian, Eastern and European evenings with food. They also told us, “There are residents who like a tipple, so we have sherry, red wine or port for those who would like it.” The registered manager told us about their plans for a farm day with animals coming to the garden.

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.

People’s diverse needs and wishes were assessed, documented and respected. The provider had an equality and diversity policy and procedure in place and staff had received training to understand this. The registered manager told us, “We have a diverse team and diverse residents. All religions [and people with no religion] are supported. We have two people are Jehovah’s witnesses. Staff are fully aware and respect people’s care wishes. All of this is recorded. People can talk about their faith with us, everyone is supported.”

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 were cared for and supported at the end of their lives. Staff worked with palliative care teams to assess and plan ensuring people’s needs and wishes were respected. Nurses and care staff had received relevant training to ensure they knew how to provide dignified, comfortable and pain free care whenever possible.