Larchfield Manor

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 71 (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 received person-centred care, based on their needs and preferences. However, inconsistencies in record keeping limited our assurance that staff always had access to reliable and current information when providing care.

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 were supported to access healthcare services when needed, helping to ensure continuity of care.

The provider supplied appropriate information in formats that were tailored to individual needs. Staff understood and respected people’s individual communication needs and preferred communication styles. Relatives told us they felt informed about their family member’s care and support.

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. Systems were in place to gather feedback and involve people in reviews of their care. There was an appropriate system in place to manage any complaints or concerns.

People knew how to raise concerns and were confident they would be listened to. A person told us, “I have raised things from time to time, and they have listened and they have sorted it out.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. Staff worked closely with health and social care professionals when specialist support or equipment was required.

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. Where people had health conditions that impacted their access to services or activities, staff worked with them to ensure they could access information and services in the same way as others.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future. People were able to share their end of life wishes if they wished to.