Nightingales Nursing 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 good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.

This service scored 71 (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.

We observed staff making sure people were happy and comfortable with the care they received. Staff used equipment to support people to move around the home, they used technology to provide additional oversight to keep people safe. The registered manager had sought one to one staff support to manage people’s changing needs. This provided continuous support to meet their physical and emotional needs.

Everyone had a care plan, people told us they were aware of the care plan. Relatives told us they were informed if their family member’s needs changed.

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.

The registered manager told us when using agency staff they sought to employ the same staff members. This promoted a continuity of care for people.

The provider supported people to attend community-based health appointments and welcomed health and social care professionals into the home. Activities took place within the home and in the local community. This included garden parties, holy communion, going for walks, lunch out, singalongs and visiting dementia cafes. Dementia cafes are informal meeting groups which are open to anyone affected by dementia to drop in when they like. They are a place where people with dementia, families, volunteers, and professionals can all meet and speak openly about dementia.

The provider did not always supply appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

For 1 person, their care plan did not guide staff on how to share information in an accessible way. Strategies included sharing information visually when they were visually impaired. There were no adjustments recorded to ensure the person could access the information in a way they understood. However, staff understood the person’s communication needs and provided examples of positive interactions.

We saw staff communicate with people in their preferred way, speaking clearly, making eye contact and allowing people time to respond.

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 which was accessible to people and those who were important to them. People and their relatives said they knew how to make a complaint and would feel comfortable doing so without fear of reprisals and believed their concerns would be acted upon. People knew the names of the staff to whom they could approach. One relative told us, “I have no complaints but if I have had something to say they [management] have sorted it out very quickly.”

The registered manager had made changes to the environment based on feedback from relatives. One family member was working with the registered manager on how to decorate areas of the home.

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

The home was easily accessible for those with mobility difficulties. Referrals to specialist services such as advocates, district nurses and doctors were completed promptly where there was a change in people’s needs.

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. We observed staff treating everyone equally promoting their individuality. Staff spoke positively about everyone they supported regardless of their support needs. Care records demonstrated people were able to access services when these were needed to meet their individual and unique 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. This included DNACPRs. DNACPR stands for ‘Do not attempt cardiopulmonary resuscitation (CPR).’ It means if a person had a cardiac arrest or dies suddenly, there will be guidance on what action should or shouldn’t be taken by a healthcare professional, including not performing CPR on the person.