Aldringham Court

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 inspection this key question was rated good. At this assessment it has remained good. This meant people’s needs were met through good organisation and delivery.

This service scored 68 (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 worked in partnership with people. However, records of the care provided did not always reflect this.

People’s records demonstrated they were consulted about the care they received and those spoken with told us they felt they were in control of their own lives. People’s care records were person centred and were kept under review. During our first visit a person told us how they had requested a change in the environment, on our second visit, we saw this had been addressed and the person told us how happy they were and how quickly it had happened. Another person said they felt in control of the care received and said, “I tell [staff] what I want and how I like it, and they do as I ask.”

People’s daily notes did not always include information about people’s wellbeing or any interactions from staff. Personal care was included in the daily notes, but there was little else to support the management team, for example, to identify any changes in people’s presentation. The registered manager told us there were workshops booked for September 2025 with the local authority in recording. The regional manager told us they would consider providing examples to staff on how to record daily notes.

The registered manager told us there were activity staff who provided support to people 7 days a week. There was a programme of in house group and 1 to 1 activities provided, as well as visiting entertainment. People told us there were trips out into the community they could attend, which was enjoyed. Photographs were posted in the service of people enjoying the activities on offer.

Relatives told us they felt there was lots going on in the service. A relative said, “Do things all the time, the other day had a harpist, singers, Elvis, we are coming to the fete, do something all the time, that girl singer she was good.” A person told us they preferred their own company and had lots to do to, “Keep my mind occupied, but I do like the trips, go to Sizewll to the café, I enjoyed that."

The provider understood the diverse health and care needs of people and their local communities, however, their records were not always fully updated to demonstrate care was always joined-up, flexible or supportive of continuity.

The registered manager told us how they shared positive relationships with external professionals involved in people’s care. Where people had received treatment or guidance received from external professionals, this was incorporated into the care plans. However, we noted whilst some parts of the care plans and risk assessments had been updated, there were other sections which had not been updated to show the changes, which led to inconsistencies. We pointed this out to the registered manager and this was addressed to ensure consistency of the care provision. They assured us they would check the other care plans to ensure any inconsistencies were addressed.

People’s care records included information about people’s diverse needs and conditions, how they impacted on their daily living and guidance for staff in how these were being met. Staff had received training in equality and diversity and in people’s specific needs, including dementia.

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

People’s care records included information about how they communicated and any aids and adaptations they used, for example hearing aids. The care records provided guidance for staff in how to communicate effectively with people.

Where required, important information could be provided in accessible formats, such as larger print. The daily menu was accessible and people could make their choices from show plates, text and photograph menus and a large menu board with what was on offer written on it. The activity programme was provided to people in text and pictures to assist people to make their choices.

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.

There was a complaints procedure in place, which was followed by the registered manager when concerns were received, such as investigating and responding in the provider’s set timescales.

A person told us how they had raised a verbal concern with the management about an interaction which had not been respectful which was responded to by senior staff, appropriate action taken and had not occurred again.

People’s relatives told us they knew how to make a complaint, and any complaints or concerns were acted on and addressed. Relatives said they had the opportunity to attend relative meetings in the service, where they made suggestions and were kept update with what was happening in the service. They felt their comments were listened to.

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

Actions were taken to ensure the people using the service received the care they needed from external professionals where required, which was confirmed in records. This included sourcing of a hearing service to attend the home when people could not attend appointments outside of the service. The registered manager told us how they were working with community services to access NHS dentist services, when they may not be able to afford private dental care.

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 were provided with training in equality and diversity. The registered manager confirmed how people received a service which respected people’s diverse needs and ensure equality in the care provision. in addition, policies and procedures identified information about human rights and how these were incorporated into the care and support people received. People’s care records identified how their diverse and specific needs were being met.

The registered manager told us how they had recently worked with the GP service to improve communication.

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.

Where people had chosen to discuss their end of life decisions, this was documented. Where people had not wished to speak about this, it was also recorded and included who they would like to be involved in their decisions when they were ready.

People’s records included information on their wishes in relation to resuscitation and where they wished to be cared for should they become unwell, such as the hospital or remain in the service.