Fieldhouse Care 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.

At our last assessment we rated this key question requires improvement as people did not always have person-centred risk assessments in place. 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. Care plans we viewed during the assessment were detailed and explained how people wanted to be supported. This information ensured staff could get to know people as individuals and provide care which was specific to them. Our observations during the assessment confirmed care provided was person-centred and in line with people’s choices and preferences.

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 understood the importance of working closely with a range of healthcare professionals to ensure care was joined up. This included access to doctors, district nurses, speech and language therapists and dieticians.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Each person’s care file contained a communication assessment and care plan, which described their ability to communicate and understand others, and provided guidance for staff on how best to communicate with them. Where people required or used aids, for example hearing aids or glasses, this information was included. A copy of the service users guide was available for everyone. It covered areas such as people’s rights, the service ‘end of life philosophy’ the complaints process, activities, facilities and visiting arrangements.

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 that communication had improved. One family member said, “The office door is open, the manager is accessible and keeps the family well informed.” People could provide feedback through the annual survey, at resident meetings and informally with staff during the day. The service produced a quarterly newsletter which included information about people’s birthdays and special events.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Staff supported people to access other health services such as their GP or district nurses, when they were needed.

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. The registered manager completed care reviews to ensure people’s care continued to meet their needs. The service operated a ‘resident of the day’ system where staff focused on a particular person on a given day, reviewed their care records and where possible sought their views or those of their relatives.

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. When people felt able to, they were encouraged to discuss their preferences about their end of life care with senior staff. This included discussions around funeral arrangements. If people did not have capacity to make decisions, this discussion was held with a family member or their advocate. End of life care was provided at the home with support from community services, such as the district nursing team.