Water Royd 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 79 (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. A relative said, “Staff are good with [name].” People had the opportunity to receive visits from the local church, and people were involved in projects, raising money for charity. Staff were supporting a person's relative who was planning to move into the service, to integrate into the home. Staff did this by supporting them to visit regularly, enjoy meals with their loved one and get to know the staff.

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 were supported by a core team of staff. The provider had a long-standing staff team in place, which assisted staff to provide continuity of care to people. A 'resident of the day' system was in place, which focused on each individual. This included auditing their environment, medication, care records, well-being and activities.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Staff knew people well and knew how to effectively communicate with people and provide information to them, to enable them to make choices. Communication care plans were in place, which guided staff about people's individualised needs. For example, one person used hand gestures to signal yes or no to choices. Another person was given time to express their wishes. Information was available to people in communal areas, such as how to make a complaint, safeguarding vulnerable adults and accessible information standards.

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. People told us they felt listened to. A person said, “I like the staff, we all get on and we have a laugh together.” Staff told us the service operated as one 'big family'. The provider had named areas of the service after people who lived there and there were photographs of people in communal areas, to enable people to feel at home. People and relatives were involved in regular meetings and people and relatives were encouraged to give feedback about their care. At the time of our assessment, no recent formal complaints had been made. The provider had systems in place to monitor and action any complaints or concerns received.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People had access to external professionals and staff held a weekly ward round with a GP to discuss people's health needs. Staff contacted emergency services where required, and people had access to a range of professionals, such as tissue viability nurses, speech and language therapists and dieticians.

Staff and leaders were innovative in how they listened to information about people who are most likely to experience inequality in experience or outcomes. Staff and leaders actively used this information to provide exceptionally tailored care, support and treatment in response to this. A dedicated 'lifestyle team' provided people with activities and meaningful things to do each day, including evening and weekends. For example, where people were cared for in bed, 1:1 time was given, and a gardening project was undertaken in people's rooms, to enable them to be involved. An activities timetable was in place, and included singers, karaoke, sports, and playing games. The service celebrated special occasions, such as people's birthdays, and parties and themed nights were held in the evenings, to encourage relatives to be involved. The service had recently introduced sensory and relaxation sessions, which had been received positively.

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 had care plans and records in place about their wishes and decisions at the end of their lives. Where required, people had pre-emptive medications to ensure they were kept comfortable at the end of their life. Some people had advanced decisions in place, about their future care and treatment.