Moorhead Rest Home

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• 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 has changed to 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 service 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 and their relatives felt involved in care provision and felt people were treated as individuals. Comments included, “I am not here all the time, but I think they (staff) are doing a good job, and they involve me in the care plans” and “It’s all new to us. [Person] is still finding their feet. The staff have been really good with us both.” Staff told us how they ensured person-centred care was always delivered. They said, “We follow care plans, we read care plans and they are tailored to each individual. We are assigned key workers. The job of a key worker is to liaise with families, make sure the person has clothes and toiletries and keep their bedrooms tidy.”

We observed staff treating people well and as individuals throughout our site visits. We observed staff to have a good rapport with people and showed a natural familiarity in the way they communicated with people. Bedroom doors were personalised with the person’s name and picture, so they were easily identifiable to people.

The service 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 and their relatives told us they were involved in care provision and praised the staff team. Staff told us that the service had maintained long standing members of staff and some staff we spoke to had worked at this service for many years. Referrals were being made to various partners as and when required and the registered manager told us, “We work closely with families and professionals to ensure seamless care. Communication systems support continuity across the service.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People and their relatives told us they were involved in decision making and informed of any changes. Staff spoke of the importance of communicating with people in a way they could understand and ensured confidential information was secured. They said, “The office door is locked all the time. All visitors sign the signing in book and there is CCTV around the building. The senior (staff member) always has the keys with them and devices are always secured. Staff sign out of all electronic devices after use.” Electronic devices hold people’s care records and personal information. The service was following the Accessible Information Standards. The registered manager said, “We comply with the Accessible Information Standards by providing information in formats such as easy read or large print. GDPR (The General Data Protection Regulation) is followed through secure data handling, staff training, and confidentiality policies.” We were asked to sign the visitors book on entry to the service and show our identity badges.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. People and their relatives told us they were listened to. One person told us how they had raised concerns to the registered manager and how this had been resolved quickly. Staff knew the process should a person raise a concern. They said, “If people are not happy this is resolved. I have seen massive improvements in complaints being resolved.” The registered manager said, “Complaints are handled promptly, investigated thoroughly, and responded to transparently. Lessons learned are shared to improve service quality. We saw no evidence of any recent complaints but there was a supporting policy in place which was displayed in communal areas.

The service made sure that people could access the care, support and treatment they needed when they needed it. Relatives raised no concerns about the accessibility of the service, and one relative spoke of how their loved one had been moved to a ground floor room, which was more accessible for them. Staff praised the improvements that had been made to the service. They said, “The home is accessible. There is new flooring and signage. New flooring means people can get around easier with their walking aids. Residents have commented how much better it is.”

The environment had greatly improved since our last assessment. New, clean laminate flooring was in place in some communal areas and some bedrooms. This ensured people could get around the service with ease using their walking aids. Signage was displayed which included pictures which guided people to places including the communal bathrooms and dining room. On call and out of hours arrangements were in place and partners told us the service was always accessible when they visited.

Staff and leaders actively listened to information about people and involved people in care provision. People and their relatives were involved in regular meetings. Meeting agendas included upcoming activities, menu updates and staffing. We saw evidence of feedback forms being completed and comments included how the service had improved in recent months, praise of the new flooring and environment and how approachable the management and staff team were. Staff told us everyone was treated equally and fairly. The registered manager said they actively try and identify and address barriers to equality and that staff had undertaken training in equality and diversity.

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 made no comments about future care planning, but we saw evidence of people’s wishes recorded as appropriate. Where people had a DNACPR (Do Not Attempt Cardiopulmonary Resuscitation) form in place, a record was logged in the persons care records.