Green Trees Care 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.

At our last assessment, we rated this key question requires improvement. At this assessment, the rating is 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 received person-centred care which reflected their individual needs, preferences and routines. Care plans included information about what was important to people and how they preferred to be supported. Staff knew people well and adapted their approach in response to changes in people’s needs, mood and circumstances.

People were supported to make choices about their daily lives, personal care, activities and where they spent their time. One person told us, “My favourite carer encourages me to go downstairs because she knows I like to sit by the window and look at the birds outside.” This showed staff understood the person’s interests and used this knowledge to support their wellbeing and engagement.

The provider understood people’s health and care needs and worked with relevant professionals to ensure care was coordinated and consistent. Staff shared information appropriately and followed guidance from healthcare professionals when people’s needs changed. People and their relatives were kept informed and involved in decisions about care.

One relative told us, “There is an app which we use which updates us daily and if anything out of the ordinary occurs they will always phone.” This helped support continuity of care and ensured important changes were communicated promptly.

The provider made sure people and their relatives received clear information about their care and any changes in their needs. Staff communicated regularly and used appropriate methods to keep those important to people informed and involved.

One relative told us, “We have been invited to care plan reviews and are kept fully informed on a regular basis.” This helped relatives understand the care provided and contribute to decisions where appropriate.

The provider made it easy for people and their relatives to share their views about the care provided. People were involved in reviews and had opportunities to raise concerns, give feedback and suggest changes. Staff and managers communicated regularly with relatives and responded when issues were raised.

One relative told us, “Only ever had one issue that I needed to raise… Staff dealt with it immediately so this was resolved.” This showed feedback was taken seriously and acted on promptly. The provider also used ongoing communication and review meetings to help ensure people and those important to them remained involved in decisions about care and support.

The provider made sure people could access the care, support and opportunities they needed. Staff considered people’s individual needs, preferences and circumstances when arranging access to healthcare, activities and community or faith-based support. People were supported to maintain important relationships and take part in opportunities that reflected their interests and beliefs.

One person told us, “Once a month, we have people from the local church who come to visit us.” This demonstrated that people were supported to access services and activities that were meaningful to them.

The provider considered people’s individual circumstances, preferences and protected characteristics when planning and delivering care. Staff adapted their approach so people received support that reflected their identity, communication needs and personal choices.

Care was reviewed to help identify and reduce any differences in people’s experiences or outcomes. One person told us, “The carers plait my hair for me and do it how I like it to be done.” This showed staff recognised and respected the person’s individual preferences.

The provider supported people and those important to them to plan for changes in their care and future needs. People’s care was reviewed regularly, and relatives were involved where appropriate so that changes in health, wellbeing or personal circumstances could be considered. Staff worked with people and their representatives to update care arrangements and make sure support continued to reflect their wishes.

One relative told us, “We are very involved in care planning and there is a constant daily dialogue with the care staff and managers.” This helped ensure future decisions were informed by people’s needs, preferences and the views of those who knew them well.