Orchardown Rest 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.
The service had a relaxed and friendly atmosphere throughout. Staff and management were respectful of Orchardown being people’s home and ensured people felt comfortable and relaxed living there. People were able to access communal areas and the garden and supported to safely walk around the home if they wished to. Relatives told us, “Although caring for the residents at times must be stressful, there is always smiles on everyone’s faces. Whenever I have had any questions concerning my [relative], the RM and her team have always been there to answer my concerns straight away.”

A person could become anxious. The RM knew this person well and recognised what was causing the anxiety and had thought about person centred ways to reduce this anxiety. In doing so, they had come up with a distraction that worked well for this person and helped to alleviate their anxiety.
 

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 service worked with other health professionals involved in people’s care. Information was shared with staff during handover regarding any changes to people’s health or care needs.
Relatives told us, they felt staff supported people to ensure they were aware of upcoming appointments and communicated well with GPs and health specialists to ensure people received continuity of care. A relative told us, “I am very pleased with all the medical appointments that the staff have had to arrange for my brother. These have included doctors, hospitals and eye care appointments.”
 

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

People were able to access information. Although not required at the time of the inspection, the home had pictorial communication aids, if needed, and also pictures for meal choices. Staff were aware of people’s individual communication needs for example, people who may have hearing or vision impairments.
 

The provider 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 relatives told us they were involved in decisions about care and updated when any changes occurred. When decisions were made in a person’s best interest, for example, if a person was unable to make a decision themselves, due to dementia or memory issues, these were made involving relevant persons, including family, their Next of Kin and health professionals. However, this discussion was not always clearly recorded. Some areas of documentation were updated during the inspection. The RM told us work would continue to improve records and would ensure best interest discussions and meetings were clearly recorded for all decisions.
 

The provider made sure that people could access the care, support and treatment they needed when they needed it. Relatives told us staff supported people to access health care and treatment outside the home for new and on-going health needs. This included visits to health specialists regarding peoples mental and physical health. We observed a person asking staff if they could speak to their GP and staff responded promptly to arrange this.

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. The RM and staff had worked exceptionally hard to support people to ensure they did not experience inequalities. People were respected and their lifestyle choices supported. The RM and staff looked for different ways to meet people’s needs. Staff were aware people could be vulnerable due to loneliness and/or isolation. The RM and staff had worked with people, their friends and family to seek out appropriate networks and support groups to meet people’s individual needs

Equality and diversity was considered at all times to make sure people were at the centre of how their care was delivered., People told us they felt involved in their care and their choices were listened to. People were encouraged to access groups and support networks and to help foster new friendships and were supported to maintain important relationships with family and friends.
 

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.

No one at Orchardown was currently in receipt of end-of-life care. However, staff told us that previously they had provided end of life care, working with people, relatives and other health professionals to ensure peoples end of life wishes and choices were followed.