Milverton 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 choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

The provider made sure people were at the centre of their care, working with them and those close to them to understand their preferences and meet their needs. Care planning was detailed and reflected people’s individual needs, preferences and histories. Records included clear guidance on communication, personal care, nutrition, risks and people’s wishes for future care, including advanced care plans.

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 provider worked with partners to ensure people experienced coordinated, safe and continuous care. There were effective systems in place to support access to healthcare professionals, including GPs and specialist services. Staff used electronic systems to refer people and share information, supporting timely interventions and continuity of care.

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

The provider shared information with people in a way they could understand, supporting them to be involved in decisions about their care. Staff used a range of approaches to meet people’s communication needs. For example, tools such as whiteboards were used to support people with hearing or communication impairment, helping them understand information and express their needs.

Care records also contained clear information about people’s communication preferences and how best to support them. Information about activities and events were displayed around the home, helping people to stay informed and engaged. Relatives told us communication had improved, with better updates about care and health needs.

The provider made it easy for people to share feedback and ideas or raise complaints about their care and support. Staff involved people in decisions about their care and told them what had changed as a result.

The provider listened to people and those close to them and involved them in decisions about their care. Leaders had introduced meetings for people using the service and relatives, providing opportunities for feedback and discussion. Relatives said these meetings were positive and improved communication. One relative told us, “[The registered manager] really appreciates feedback and wants to hear what we have to say… I think their communication is a lot better.”

Complaints were taken seriously and used to improve practice. A complaints policy was in place and detailed the process about how to make a complaint and how to escalate to the ombudsman should this be required.

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

The provider ensured people could access care and support based on their individual needs. Pre-admission assessments were comprehensive and considered people’s health, cultural needs, communication, and risks, helping ensure the service could meet their needs before admission.
 

Staff supported people to access healthcare services appropriately and without delay, including referrals to specialists such as dietitians and speech and language therapists. Communication needs were considered, and staff adapted their approach to ensure people could access information and support.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care and support in response to this.

The provider worked to ensure people had equitable experiences and outcomes. Staff promoted inclusion by recognising people’s individual differences, including communication needs and personal preferences.

Care plans reflected people’s diverse needs and aimed to ensure equitable outcomes, including support for those with complex conditions such as dementia or communication needs. Staff supported people’s religious and cultural needs and provided support when required for people to practice their faith.

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.

Care records included detailed information about people’s wishes for future care, including advanced care plans, do not attempt cardiopulmonary resuscitation (DNACPR) decisions and preferences about hospital admission. These plans were individualised and reflected people’s values, beliefs and choices. Staff involved people and their representatives in discussions about future care, ensuring decisions were documented and accessible.