Pentlands 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 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.

We observed people received personalised care from staff who knew their likes, dislikes and preferences. One person said, “It’s nice here. I have a nice room overlooking the garden. Staff are very kind and helpful.” A relative told us, “The staff always greet me with recognition when I arrive. I have seen them be very patient and attentive and they seem very happy in their job.”

A staff member gave their definition of person-centred care and said, “If they want breakfast later or want to wash or have a duvet day, we will work around them, rather than what we need to make lives easier. If there’s certain things that are important to them, we make sure they are there.”

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 had access to a range of health and social care professionals, and received co-ordinated care and support. A relative told us, “She does not retain information, so it’s difficult for staff to explain things to her. They must repeat things repeatedly throughout the day as if it’s the first time they have told her. They never get frustrated by this, and they are always very patient and understanding.”

We heard a staff member on the telephone to the GP practice. They explained 1 person did not like the milk-based fortified drinks and requested some fortified juice instead to help them increase their weight as they had suffered a weight loss. We saw the person was later given fortified apple juice which they drank, this was recorded in their care plan.

On a corridor there was an equality and diversity wall with colourful posters depicting a neurodiversity circle, gender equality and information, under Lesbian, Gay, Bisexual and Transgender (LGBT), an umbrella term for sexual and gender minorities.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

There was some signage around the home. We saw people knew their way around the home, where their bedrooms were and the location of the communal lounge. Many people were not independently mobile and required the assistance of staff when walking around the home. Each person had a communication care plan which provided information and guidance for staff on people’s preferred communication method. For example, 1 person had some memory loss and could become confused. Guidance for staff advised the person was able to speak clearly and express themselves, but that their health condition could affect their communication. Staff should encourage the person to make their own decisions, that although the person was quietly spoken, they were able to state how they felt and make their needs known.

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.

We asked people and their relatives if they knew how to make a complaint, and, if so, whether they would feel listened to? Two people said they were very happy with their care and their needs were met. They told us they had no complaints or concerns and there were no areas that could be improved upon. A relative said, “There’s never been any need for a complaint. The matron is very approachable, with her office door always open, so I’m never made to feel I’m making a fuss about even the smallest thing.”

Meetings were organised for people and their relatives, so any suggestions or comments were listened to and acted upon. A staff member said, “Relatives are interested in what is going on and advocate on behalf of people. There is an open-door policy, so relatives tend to pop in and see [registered manager] then.”

The provider made sure that people could access the care, support and treatment they needed when they needed it.

Pentlands Nursing Home provided a safe, accessible environment for people, including activities to engage them.

People’s care and support were accessible, timely and in line with legal requirements. Information about people within electronic care plans enabled staff to understand people’s diverse needs, which were catered for. People had access to a range of healthcare professionals and support from external agencies as needed. A healthcare professional told us, “Staff are receptive to clinical advice and implement recommendations promptly. There is mutual respect between the care home team and external professionals, with open communication that supports shared decision-making. The service actively engages with partner organisations to improve residents’ care and continually reviews practice where improvements can be 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.

The provider recognised people’s different needs and ensured care and support were tailored to meet them. Pentlands Nursing Home supported people with a variety of needs, including people living with dementia and sensory impairments. The layout of the home, alongside staff skills and experience, supported people to receive care that met their individual needs.

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 were supported by staff and healthcare professionals to make decisions about their future plans, and end of life wishes. Care plans documented people’s choices and planning for the future. Some people had Recommended Summary Plans for Emergency Care and Treatment (ReSPECT). These focused on people’s individual needs and preferences and included advice in an emergency situation where a person may be unable to communicate, such as during cardiac arrest. Plans included whether people wanted to stay at the home as they reached the end of their lives or be admitted to hospital for palliative care.

The home had developed strong links with the local hospice who provided bespoke advice for people’s palliative care needs and symptom management. The registered manager said, “St Barnabas [local hospice] will handle symptom control, so when symptoms are managed well, people are discharged into the community. We have a nurse from St Barnabas who visits here.” A staff member said, “We have had training for end of life care and training with St Barnabas, so people can be as pain-free as possible. We have open visiting time so people can be with their families.”