St Marys

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.
For example, people’s care plans contained information about their likes and dislikes including those related to hobbies and pastimes. One relative told us, “They take [relative] to the day centre once a week which they enjoy it very much, and the home also let them help out in putting plates away in the kitchen.” Staff demonstrated detailed knowledge of individuals. Where people wanted and were able to, they had personalised their bedrooms, for example with pictures of loved ones. We observed kind exchanges between people and staff. One relative said, “They are all so nice, they are so sweet to everyone. They would dress [relative] up and do their hair and nails. They always made them feel special.” This meant people received care which reflected their individual needs, preferences, and what mattered most to them.

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 experienced consistent care from staff who understood their needs well. Continuity was prioritised, and integration with professionals ensured joined up support. The registered manager told us, “A lot of the staff have been here for years. We don't have agency staff; you don't get continuity. Staff are good at picking up shifts and things like that. It is all staff pulling together.” Staff enabled family and friends to visit loved ones without any restrictions. This meant people experienced consistent, joined-up care which met their ongoing needs.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The provider met the requirements of the accessible information standard (AIS) by ensuring sensory needs were known to staff. Staff knew people well and adapted how they communicated based on each person’s needs. Since 2016 onwards all organisations that provide publicly funded adult social care are legally required to follow the AIS. The standard was introduced to make sure people are given information in a way they can understand. The standard applies to all people with a disability, impairment, or sensory loss.

Dementia‑friendly signs and pictures were used around the home to help people find key areas such as toilets, lounges, and dining rooms. Menus and activity information were presented in large print and often included photographs.

The provider made it easy for people to share feedback and ideas. Staff involved people in decisions about their care and told them what had changed as a result. The management team discussed options, listened to people’s and their relatives' views and adapted plans accordingly. Relatives told us that if they had any concerns, they would be able to raise their concern with the registered manager or other staff members and that it would be dealt with. One person told us, “[registered manager] is very open and efficient; any concerns I have I can raise with them, and they get them sorted out.”However, the complaints procedure lacked detail and may have made it difficult for someone to make a complaint and understand the process. There was also no information on how to obtain the procedure in other formats, such as easy read. At the time of our assessment, the service had not received any complaints from the people we spoke to.

The provider made sure that people could access the care, support, and treatment they needed when they needed it. Staff acted promptly when people’s health or wellbeing changed. People had access to dental care and optician services when needed, with staff supporting appointments and arranging transport where necessary.
People had the necessary mobility aids in place to meet their needs and promote independence. The provider had systems in place to ensure people had access to medical care.
People had access to healthcare professionals such as a GP or when emergency healthcare was needed. This meant people could access the service regardless of their background or circumstances, helping ensure care was inclusive, fair, and tailored to individual needs.

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. People’s support plans were personalised and ensured staff and managers understood the level of support people required to maintain their interests, and relationships with people important to them. People and their relatives did not report any concerns in relation to discrimination and inequality. Staff were able to discuss how they ensured people were treated equally and fairly no matter their age, sexuality, or their health diagnosis.

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. Advance care planning was discussed at a pace that suited the person. People recorded who they wanted involved in decisions, and plans set out preferences for treatment, place of care and spiritual or cultural considerations, which helped staff respond calmly and consistently when circumstances changed. Support was adapted as people’s needs evolved. The registered manager told us, “I feel my job is to extend someone’s life and keep them well and safe and not focus on what happens when they die.” One relative told us about choosing for their relative to live in St Mary’s to help prolong their life and said, “If it wasn't for the home [relative] wouldn't have been alive.”