Greenhill Park Residential Care 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.
People received care and support which promoted their physical and mental wellbeing and enhanced their quality of life. Care plans were person‑centred and provided clear, detailed guidance on how individuals wished to be supported.
One person told us, in regard to how much input they have had with their care plan, “I’ve offered helpful remarks.”
One relative told us, “There is brilliant communication with the team. We have immediate contact with any issues. (Person’s name) have sat in on all the meetings regarding their care and support.”
 

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’s care and treatment were well coordinated, clearly documented and appropriately shared between the service and healthcare professionals. Referrals were made in a timely manner when people required additional support. The registered manager maintained regular contact with healthcare professionals, and relevant information was updated within people’s care plans. We also saw evidence of ongoing communication following people’s appointments to ensure continuity of care.
 

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.
We saw processes in place that followed the Accessible Information Standard (AIS), which ensures people are given information in a way they can understand. There was clear signage throughout the home, and we observed a noticeboard in the reception area providing information about communication. This included a “Makaton” sign of the week to support people, and staff, to communicate more effectively with people who used Makaton. Makaton is a language programme that combines signs, symbols and speech to support people with learning or communication difficulties to express themselves.
Staff were knowledgeable about people’s individual communication needs and how best to support them.
People’s relatives told us the provider gave them the information they needed about their loved one’s care. A relative told us, “They will always phone if there is an issue, or for a general update. They will keep trying until they get hold of one of us.”
 

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.
Records showed regular resident meetings were held, and relatives were invited to attend to share feedback and support discussions about people’s care. Relatives were also encouraged to attend relative meetings to bring forward any feedback, ensuring their views were consistently heard. Records we reviewed of people’s care plans evidenced their involvement.
People and their relatives were positive about communication with the management team. One person told us, “Management is very good, impressed with them. Always seem to be improving the place. The dining room was quite old fashioned before, we let them know and it is now a lot better”.

The provider made sure that people could access the care, support and treatment they needed when they needed it.
People told us they had regular access to healthcare professionals. One person told us, “A nurse comes once a week from the surgery. She feeds back to the GP, and I have spoken to the GP on the phone.”
The home ensured people had equitable access to the care, support and treatment they needed by responding promptly to changing needs and removing any barriers to receiving help. The service had recently introduced a system of “champions” to strengthen support in specific areas of people’s care. These were members of staff who took on additional responsibilities and developed enhanced knowledge in their allocated area. We found some staff members had received additional training, but others still required additional training to support their new roles as “champions”.
The oral health champion told us they had recently completed further training in oral care and were undertaking additional bespoke training within the home. They were also supporting the home to ensure people received appropriate input from dental professionals.
Staff worked proactively with individuals, families and external professionals to ensure the right support was available at the right time, enabling people to receive consistent, appropriate and person‑centred care whenever they needed it.

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 had completed training in Equality, Diversity and Inclusion, which supported them to recognise, respect and uphold each person’s individual characteristics. Systems were in place to ensure people’s care, treatment and support promoted equality, reduced barriers and protected their rights, helping to ensure fair and consistent experiences and outcomes for everyone.
 

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.
ReSPECT forms (Recommended Summary Plan for Emergency Care and Treatment) were in place where required, to ensure people’s wishes for emergency care and treatment were documented, understood and followed. These plans were subject to regular review by the GP to ensure they remained accurate and reflective of each person’s current preferences.
One relative told us, “The EOL (end of life) plan is in place – we are wanting (relative) to stay here in the home. They are very responsive.”