Greenways 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 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.

Records we reviewed provided evidence that people and when appropriate their relatives, were involved in care planning. Care plans held unique information about people and our observations showed staff knew people and delivered care to meet their needs and preferences. For example, we saw a person’s drink being prepared in accordance with their assessed needs. We read a person liked a whiskey in the evening and saw this was available to them upon request. Staff knew how to be responsive when people displayed distressed behaviours. Staff supported people living with dementia with their lifestyle choices, such as walking with purpose for long periods and carrying dolls for comfort.

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.

People received care from staff who actively sought to work closely with other services, this included working with sign language interpreters. Recommendations from health professionals were incorporated into care plans and care was adjusted to enable the care to be delivered.

When people’s clinical needs deteriorated the registered manager took appropriate action and worked in partnership with the local authority to provide continuous support while seeking suitable nursing care.

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

The service met the requirements of the Accessible Information Standard by identifying, recording, flagging, sharing and meeting the information and communication needs of people with a disability or sensory loss. For example, they provided interpreting support for a person who used British Sign Language.

We observed staff promote positive interactions, they spoke with people using plain language, crouched so they were at the same eye level and gave people time to respond. We observed people used humour to foster positive relationships.

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.

There was a complaints procedure in place which was accessible to people and those who were important to them. One person told us they would speak to the registered manager if there was anything that concerned them. They stated, “She manages by working alongside staff and she makes time for us.” A second person praised the staff and said they could speak with them and tell them if they were worried about anything. They said, “At night if I am awake, staff would make them a hot drink and chat to them.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. For example, referrals to specialist services such as speech and language therapy (SALT), district nurses and doctors were completed promptly where there was a change in people’s needs. We observed staff liaise with relatives to ensure people accessed community services.

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 respectful of people’s differences. Their interactions with people showed an awareness of valuing differences in others. Care records demonstrated people were able to access services when these were needed to meet their individual and unique needs. Records showed individualised care was delivered to meet people’s needs.

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 shared their end of life wishes, these were documented and known by staff.