Garden House

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. 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.
Daily records showed that people were supported in line with their care plans. Care plans had input from people, their relatives or advocates, and health and social care professionals. A staff member said, “I have sufficient time to read care plans, all new information about important changes are updated immediately, import information is handed over at handovers and documented.”
 

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 were given clear guidance and training around how to support people, recognise changes in their needs and when to contact external healthcare professionals. The service had a good relationship with the local GP practice and district nurses. A visiting healthcare professional said, “I attend regularly to complete ward rounds, and a senior member of staff is always present with me and communicate any concerns they may have regarding the residents. They are aware they can contact me to discuss any concerns.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.
There was signage in place to help people navigate around the service. People were provided with a welcome pack that included lots of information about the service. Relatives confirmed they were updated regularly.
 

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.
When complaints had been raised, the management team had acted on them appropriately. Regular residents’ meetings were held, and staff actively listened to people throughout the day.
 

The provider made sure that people could access the care, support and treatment they needed when they needed it.
Staff understood the importance of ensuring people had access to the right health and social care services. People were supported to do this through well-planned and documented care, and good relationships with local health and social care professionals.
 

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.
Staff actively sought to understand people who may be at greater risk of inequality, such as those living with dementia, those with communication needs and long term health conditions. They used this information to tailor care and support to each person’s individual circumstances.
 

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.
Staff had received suitable training in relation to end of life care. Advanced decisions were in place, where appropriate, to ensure people were cared for in their preferred way at the end of their lives.