Summerfield 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. This is the first assessment for this service. This key question has been rated 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. Activities were varied and matched people’s interests which were documented in their care plans. Children visited monthly and people told us this brought them joy. A relative said, "We love seeing the young children if we time the visit right." Faith requests were met and fully supported. Staff encouraged people to learn about national holidays and cultural celebrations involving them in designing music and food to match the holiday. Staff respected when people preferred quiet time alone in their bedrooms but still offered informal chats and checked on their wellbeing regularly. Relatives said staff understood people’s habits and sensitivities. One relative told us, "The staff are lovely with my [family member] and understand their ways that for others could be a challenge but here they are just [who they are].”

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 staff team worked closely with external professionals to ensure people received the correct guidance and equipment for delivering safe care. Relatives were kept up to date of any changes or accidents and action was taken to quickly seek support for people. The staff team communicated well with each other to share information from each day to ensure continuity and follow up where required.
 

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People’s communication preferences had been assessed and recorded in their care plans. The staff offered large print and pictorial aids and were aware of other forms such as braille if required in line with the Accessible Information Standard. Relatives said staff were open and explained things clearly. The registered manager ensured people and relatives were updated in person and on the telephone or email of all new events or changes. The provider was trialling a new computer system that gave each person an online profile page. People could choose who to share it with. This allowed information, photographs and messages to be uploaded both ways. The system created a weekly newsletter of all updates. Staff printed this so people could look back on what had happened. This supported people and relatives, helped them stay connected and reminded people about their week.

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 provider reviewed care plans regularly and used surveys to seek people and relatives’ views and used this to improve practices or make changes, for example to the environment or how people spent their time. People and relatives said they felt listened to. Concerns were rare and resolved quickly by the staff team or registered manager. Relatives described the team as honest and approachable

The provider made sure that people could access the care, support and treatment they needed when they needed it. Dentists, opticians, chiropodists, GP’s and other professionals visited when needed or people accessed community offices. Relatives confirmed this happened smoothly and staff were available to support people to attend appointments if required. People had regular contact with the local community and used local facilities. When barriers came up, such as limited space and access for people who used wheelchairs at a local crafting shop, the activities coordinator spoke with the shop owners. They offered to visit the service and run a crafting session making bags. People were pleased with this and proud of the bags they made

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. They reviewed experiences and identified where additional support was needed to be able to attend appointments such as, environmental barriers, transport or staff. They worked with people to ensure future appointments or accessing of local facilities went smoothly with additional planning and resources put in place.

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 their wishes recorded for illness or end of life preferences including whether or not they would like hospital treatment. Staff understood how sensitive this could be for both people and their relatives and offered support to both.