Biffins Care 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 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 received person-centred care and support, and care plans were individualised to reflect people’s needs and preferences. People’s relatives told us they were regularly involved in planning care and were kept informed about any changes to people’s needs. People’s loved ones said, “We have a review of [family member’s] care plan over the phone,” and, “If there’s any changes or something I need to know about, I get a call straight away.”

We observed interactions between staff and people at the service. Staff knew people well and interacted with them as individuals. Relatives told us staff knew their family members well, comments included “The staff and management know [family member] and [their] needs.”

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. Staff worked well with other professionals to ensure people received joined up care. People at the service were seen regularly by their GP which provided people with continuity of care. People’s relatives felt assured their loved one’s healthcare needs were being met. Comments included, “The GP visits weekly on a Friday. [Family member’s] medication is reviewed regularly,” and, “It’s a fantastic service. [Family member] can see a GP regularly and recently when [family member] had a funny turn, the staff called the paramedics who checked [family member] over.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People’s communication needs had been assessed and were documented in their care plans to ensure that staff were aware of how best to communicate with people. Care plans included details of people’s preferred ways of communicating. For example, one person’s care plan described how they preferred to communicate verbally, but they could also be supported by using large easy read fonts or pictorial aids.

The service displayed information such as the complaint’s procedure, inspection outcomes and insurance details in the entrance area. There was a whiteboard in a communal area that informed people of the date, staff on duty and the menu for the day. The menu was not pictorial and although written on the board, it did not stand out and could easily be missed. Despite this, staff ensured people were offered choices around meals and fluids.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. There was a complaint procedure in place, and the registered manager investigated any concerns raised. Outcomes were shared with the people involved, and learning from complaints was communicated to staff through team meetings. One person told us they had not needed to make a complaint, but they would speak to their key worker if they had any concerns. They also told us they could share general feedback through the survey they received. Most people’s relatives said they had not needed to raise a complaint but felt able to speak to the registered manager. One relative said, “If you have a concern or query, you just ring up. If the managers aren’t around or busy, they always call you back.”

The service gathered feedback through annual quality assurance surveys. These were sent to people, their relatives, and external stakeholders, and the findings were used to inform ongoing service improvements. Regular residents’ meetings also provided opportunities for people to share their views on the care they received and suggest changes. Staff also attended routine team meetings where they could raise ideas and contribute to service development. People’s relatives told us they were not invited to meetings but felt that they were kept up to date with their loved ones needs and were confident they could contact the registered manager if they had any concerns.

The provider made sure that people could access the care, support and treatment they needed when they needed it. The home was accessible and had made adaptions in line with people’s assessed needs. There was a lift in place that covered both floors of the home and sufficient equipment was in place to support people to mobilise safely. People had access to staff 24 hours a day and received the care and treatment they needed, including support during out‑of‑hours or emergency situations.

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. Care plans reflected people’s protected characteristics and included the reasonable adjustments required to ensure they received the support they required. People’s care was tailored to their individual needs and preferences, helping to promote fair and consistent experiences for everyone using the service. People and their relatives told us they had no concerns about discrimination or unequal treatment within the home.

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. People’s care plans clearly documented their wishes and preferences for future care, including end‑of‑life arrangements. Staff at Biffins Care Home had completed training in palliative care, enabling them to provide appropriate support during this period. We viewed feedback from relatives which expressed gratitude and thanked the staff for the care provided to their loved one.