Bilney Hall

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence.

At our last assessment we rated this key question Good. At this assessment the rating has remained Good. This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

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’s care and treatment was effective by assessing and reviewing their health, care, wellbeing and communication needs with them. Before people moved to Bilney Hall, the manager completed a pre-admission assessment where information was gathered from the person and relatives. This ensured the service could meet the needs of person. Person-centred plans were developed and shared with the staff team to provide appropriate care. One relative told us, “The manager and her team have been superb supporting [Family Member] and the rest of the family. As part of the admissions process the manager came to visit [Family Member] and explained the process to her and the family. The manager is so focused on the residents and even though she is obviously busy she will make time to talk with you if you’ve got a worry.”

The provider planned and delivered people’s care and treatment with them, including what was important and mattered to them. They did this in line with legislation and current evidence-based good practice and standards. The provider consistently undertook routine health checks and medication reviews, ensuring people’s health needs were monitored and responded to in a timely manner. Staff engaged proactively with external health professionals and implemented guidance without delay, therefore, providing positive outcomes for the people using the service. One person said, “The female GP comes to the home. I’m happy with the service. The staff arrange everything.”

The provider worked well across teams and services to support people. They made sure people only needed to tell their story once by sharing their assessment of needs when people moved between different services. People’s needs were reviewed collaboratively with the relevant teams, ensuring care stayed effective and aligned with what mattered most to them. People and their relatives told us that staff worked well together and with external services, which supported smooth, reliable care and contributed to positive outcomes. One person said, “It’s brilliant really. Since I’ve been here, I’ve seen a GP, a dentist, an optician and a chiropodist. My friends tell me they can’t get appointments and here I am able to access everything, and it gets organised for me.” One external professional said, “The home refers appropriately to our service and in a timely manner.”

The provider supported people to manage their health and wellbeing to maximise their independence, choice and control. Staff supported people to live healthier lives and where possible, reduce their future needs for care and support. We observed people being offered a choice of meals through show plates, these were used in communal areas and people’s bedrooms. One person said, “The food is good and there is plenty of it. I had seconds of pie for lunch today. The meringue for pudding was nice. Staff go round the lounge and our rooms with drinks and there’s biscuits if you want.”

The provider routinely monitored people’s care and treatment to continuously improve it. They ensured that outcomes were positive and consistent, and that they met both clinical expectations and the expectations of people themselves. Staff knew people well and understood their needs. The services had tools in place to monitor people’s health and knew what action to take if there was a change in their needs. One staff member, “I write care plans on admission, information is mostly given by family's residents, dieticians, GP and hospital where that resident has come from. If there are changes these will be handed over on each shift. Care plans are update regularly, and hand over forms are updated and printed daily and given to staff at the start of each shift, any changes will be recorded in a handover book.” One person said, “The staff are great with communication. They’re approach is warm and kind and always professional.”

The provider told people about their rights around consent and respected these when delivering person-centred care and treatment. Mental capacity assessments were in place where people lacked capacity. Staff told us they received training in line with The Mental Capacity Act 2005 (MCA). We observed staff knocking on people’s bedroom doors and seeking consent/permission before entering. The manager had made applications to the local authority for people in relation to Deprivation of Liberty Safeguards (DoLS) where appropriate.