St Margarets 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 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 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.

People’s care plans now included sufficient information to enable staff to meet their individual support needs. All care plans had been reviewed and updated and staff said, “The care plans are up to date”, “[The care plans] are more detailed than they have been” and “The paperwork and care plans work. They are better, we are all on the same hymn sheet”.

Staff were now able to use the digital care planning system effectively and care records accurately reflected the support people received.

Throughout both days of the assessment, staff were attentive and people were confident staff would respond quickly if they requested support.

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 service worked effectively with health partners to ensure people’s needs were identified and understood. Prompt referrals were made when people’s needs changed and hand over meetings at each change of shift ensured all staff had an up to date understanding of people’s current needs.

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

Relatives told us the service shared information proactively and kept them informed of any changes in people’s support needs. Records showed prompt referrals for support from health professionals had been made and advice acted upon to ensure people’s needs were met.

People’s care plans included details of their communication needs and any aids used.

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.

The service regularly received positive feedback from people’s relatives and friends. One recent thank you card read, “[My relative] had numerous hospital admissions but was always eager to get back to St Margarets, where [they] felt safe and secure and with people [they] were comfortable with and that knew [them].”

People told us, “If I have any complaints or niggles I can go to [the registered manager]. I have done it a couple of times and it was sorted out”. Where concerns had been reported they were investigated. The registered manager had met with people to discuss their specific concerns, and action had been taken to address and resolve the issues raised.

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

People were able to access care and support when needed. Staff responded promptly to people’s requests and records showed health professionals including GPs, district nurses and dentists visited when needed. Professionals said, “We have really good communication with the registered nurses and the staff. They action what we need”.

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.

People told us, “Itend to stay in my room but will go to activities, there was a lot over Christmas. Someone comes in about once a month, a singer usually” and “They have started doing exercises in chairs”. The service employed a part time activities coordinator who encouraged and supported people to participate in a range of activities in the afternoons. Staff said, “People are happy, plenty for them to do” and “There is a variety of activities, board games, I go round to people in their rooms and talk with them, do nails, things like that. We have a variety of singers coming in. People prefer the more interactive ones”.

External entertainers visited regularly, providing a variety of activities. People said, “A pony comes in” and a relative told us, “[My relative] said a pony visited, I thought I had misheard but no, there was a pony”. Visiting professionals’ comments included, “I think the staff are really lovely and they are always up to something with people”. A TV screen had been installed at the entrance to the service which displayed photos of people engaging in various activities.

At this assessment staff were attentive and no one reported significant delays in staff response times.

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.

The service was able to meet people’s support needs at the end of their lives. People’s preferences in relation to end of life care were recorded and respected. The service regularly received compliments for the quality of support they had provided to people in their last days and one relative commented, “I think [my relative] is getting the best care [they] can. [My relative] probably won’t need to move which is a nice thought”.