Pendlebury Court 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 requires improvement. At this assessment the rating has remained requires improvement. This meant people’s needs were not always met.

This service scored 61 (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 did not always ensure people were at the centre of decisions about their care and treatment. Care plans contained personalised information about people, including their life histories, interests and the people who were important to them. However, staff did not consistently demonstrate an understanding of the importance of delivering person-centred care. We observed several missed opportunities for staff to adapt their approach to meet people's individual needs and preferences, or to engage with people in a way that reflected their preferred methods of communication and support. This meant care was not always delivered in a person-centred manner and people's preferences and individual needs were not consistently considered.

There were some shortfalls in how the provider understood and responded to people's health and care needs, which meant care was not always joined-up, flexible or supportive of continuity. Staff worked with external healthcare professionals to help ensure people's health and wellbeing needs were met. We found appropriate referrals had been made when people's needs changed, enabling them to access additional support and specialist services where required. However, care records were not always updated to reflect recommendations made by healthcare professionals, and records were not always reviewed regularly to ensure information remained accurate and up to date. This meant staff could not always be assured they were working from the most current information to provide coordinated, consistent and person-centred care.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People’s care plans clearly detailed their individual communication needs and the support they required. Key information was also found throughout the service with important information displayed on how people could provide feedback of their experiences at Pendlebury Court Care Home.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. People, staff, and relatives had regular opportunities to share feedback about the service. We found that resident, and staff meetings were held consistently, and our review of meeting minutes showed that suggestions raised were acted upon. Relatives told us they felt involved in their family member’s care and were aware of how to raise a complaint if needed. The provider had not received any recent complaints, however effective systems and processes were in place to ensure any complaints raised would be managed appropriately.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

The provider had systems in place to ensure people could access support from external healthcare professionals when required. For example, the service worked with a speech and language therapist to support people with identified needs. Relatives told us their family members were able to access healthcare services when needed. One relative described how staff were observant in recognising changes in their family member's wellbeing and arranged timely access to a GP. Another relative told us staff responded promptly when equipment was required, ensuring the necessary support was put in place without delay. These examples demonstrated staff worked with external agencies to help meet people's health and wellbeing needs.

Staff and leaders did not always actively listen to information about people who are most likely to experience inequality in experience or outcomes. This meant people’s care was not always tailored in response to this.

The provider did not always ensure people experienced equitable care and outcomes. Although staff knew people's needs, we observed occasions where people living with dementia or memory impairment did not receive support that reflected those needs. Staff did not consistently adapt their communication or approach to promote people's understanding, engagement and involvement. Opportunities to provide additional reassurance, explanation and support were sometimes missed. This meant some people were at risk of experiencing poorer outcomes and a reduced ability to participate in day to day decisions compared with people who did not require this level of support.

People were not always 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. There were some gaps in how people's future wishes and preferences were recorded. Care plans relating to people’s future care and support were not always sufficiently detailed to demonstrate that their wishes and preferences had been discussed and recorded. Records often referred to family members making decisions when required, rather than demonstrating that discussions had taken place. This meant the provider could not always be assured that people's views, preferences and choices for their future care, including end of life care, had been explored, recorded and made available to staff when needed. Staff had received training in supporting people at the end of their lives. Staff spoke positively about the care provided during this time and told us people received compassionate and dignified support. We also saw complimentary feedback from relatives which praised the care and support their family members had received.