Newnton House Residential 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 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.

People’s care plans were personalised to them and stated their likes and dislikes. Staff told us the care plans were specific to the individual and gave them clear guidance on exactly how to support people and how to manage people's mental health needs. We could see from the care records that care provided was tailored to each person and was reviewed to determine their progress towards individual goals.

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.

There was a stable staff team to provide continuity and stability for people living at the home. The home provided care to a diverse community and each person living at the home felt integrated. The team at the home had worked well with people and their health teams to help their mental health improve and live within the community.

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

Information was provided to people in accessible formats such as communication passport, records confirmed this. Staff did not rush people when they were communicating with people. A member of staff said, “I communicate with [person] normally and they will respond to me. No special communication needs. [Person] just takes their time to talk.”

A relative told us they were updated with information on their family member promptly and this was a good improvement in the level of communication they received.

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. Staff supported people to make a complaint in line with policy and procedure if needed and asked people if they had any concerns. During key work sessions staff would speak to people to find out how their care was and if there was any aspect of care that needed changing. Records showed there had been no recent complaints.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Relatives confirmed their family member accessed health appointments as needed as they were contacted as well. Staff were proactive in seeking treatment for people, for example, the district nurses attended to dress a foot sore to ensure it did not deteriorate any further.

The home promoted access by ensuring adaptations and equipment were available to meet individual needs. A specialist chair was offered to aid comfort and safety during daily activities. These adjustments enabled people to access care environments without unnecessary barriers, contributing to a more inclusive and responsive approach to 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, support and treatment in response to this.

Staff worked with individuals, families and other professionals to ensure care was joined-up and responsive. When needed, they helped people contact their psychiatrist or other mental health professionals without delay, sharing key information and encouraging early involvement. This timely support helped people feel heard and ensured emotional and psychological needs were addressed as part of their overall care.

The registered manager arranged for the home to participate in mental health awareness week and had guest speakers visit the home to speak to people living there to share the experiences in living with mental health. Through doing this, people were seeing they were part of the community and could have positive outcomes by hearing and seeing others with similar experiences.

Feedback from health professionals was highly positive. A health professional said,” The staff demonstrate a good understanding of [Person’s] mental health needs and attend to all aspects of their support with care and diligence. I genuinely believe that without the structure and support provided by Newnton, [Person’s] wellbeing and indeed ability to survive independently would be significantly compromised."

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 were supported to plan for the future in ways that respected their wishes, preferences and individual circumstances. Staff worked people and their families, where this was requested to ensure care plans reflected people’s wishes. Care plans were reviewed every three months to ensure there was up to date information in relation to this.