The Sloane 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 service met people’s needs.

The last rating for this key question was good. At this assessment the rating has remained good.

This meant people received a service that met their care and support needs.

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. People told us they were happy with the care and support they received. Comments included, “Staff are very respectful and communicate well”, “I am happy here, because the care is very good”, and “My [loved one] could not be happier, and that makes us happy.”

Care plans demonstrated staff respected people’s needs and wishes and responded when these changed. Staff worked effectively with health and social care professionals to ensure people received care and treatment that was reflective to their needs when required. People and their relatives where required, were involved in reviews of their care and supported to contribute their views and wishes. A person told us, “I am always involved and kept in the loop.”

Staff 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 were supported by a stable team of staff. The provider had a long-standing staff team in place, which assisted staff to provide continuity of care to people. Staff worked effectively with health and social care professionals to ensure people received joined up care provision and continuity. An array of health and social care professionals communicated with staff and visited the service on a regular basis to respond to people’s care and support needs. Record showed staff referred people to external professionals in a timely manner when required. These included GPs, palliative care teams, dietitians and community mental health teams amongst others.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Staff knew people well and knew how to effectively communicate with people and provide information to them, to enable them to make choices. Communication needs were documented within care plans and these guided staff on how best to effectively communicate with individuals. People and their relatives were provided with information about the service and other services they could access in formats that met their needs. For example, we saw information about activities, and mealtime menus were provided in pictures and large print.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result. People and their relatives were encouraged and supported to contribute their views about the service. Meetings for people and their relatives were held on a regular basis. We saw the minutes from a residents’ meeting held in June 2025. Issues discussed at the meeting included staffing, activities and menus. People and their relatives were able to ask questions and provide their feedback at meetings. There was a complaints policy and procure in place and people and their relatives told us they were aware of this. Complaints records showed that when complaints were raised these were investigated and responded to in line with the providers policy, and people were informed of outcomes.

Staff made sure that people could access the care, support and treatment they needed when they needed it. People had access to external professionals and staff held weekly rounds with the local GP practice to discuss people's health needs. Staff contacted emergency services when required, and people had access to a range of professionals, such as speech and language therapists and dieticians.

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.

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 had care plans and records in place about their wishes and decisions at the end of their lives. Where required, people had pre-emptive medications to ensure they were kept comfortable at the end of their life. Staff worked effectively with health care professionals and palliative care teams to assess and plan ensuring people’s needs and wishes were respected. Staff received relevant training to ensure they knew how to provide dignified, comfortable and pain free care whenever possible.