The Old Vicarage

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 felt their care and support was tailored to individual needs and wishes. People said they were able to follow their own routines. One person said, “I can get up and go to bed whatever time I like.” However, we found some care plans had not been fully updated when people’s needs had been reviewed. This potentially placed people at risk of not receiving person centred care which met their up-to-date needs.

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 worked well with other professionals to make sure people’s needs were met. One member of staff told us, “We can go to other professionals like the community occupational therapist and get support. It all works really well.”

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

One relative said how much they valued information supplied by the home, in particular a leaflet about end-of-life care to people. They told us that having the pamphlet produced by the home had been extremely useful.

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 said they would be comfortable to raise any concerns with a member of staff or the manager. One person told us, "No complaints but would talk to someone. Any of the staff if I needed to.” One visitor said when they had raised any issues the registered manager always responded promptly.

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

Staff supported people to access appointments and other care and treatment in accordance with their individual needs. This helped to make sure people were able to access appropriate services. A district nurse visited one person every day and another person told us the staff had arranged for a GP to visit them when 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.

People told us they would be comfortable to raise any issues with the registered manager or a member of staff. One person commented, “I could talk to anyone. I am quite happy really.”

Staff had not received training in equality and diversity, but the provider told us they would be arranging this on the recommendation of visiting professionals. This will help to make sure staff have an awareness of barriers and discrimination which people living at the care home may experience.

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 able to have short respite stays at the home which helped them to decide if it was the right place for them when they required permanent care. One visitor said about their relative, “They came for 2 weeks to start with. It was a huge decision for them but really, we have never looked back. Absolutely the right decision to stay.”

Staff cared for people till the end of their lives if it was appropriate for them to remain at the care home. Families felt that staff looked after them as well as the person who was receiving end of life care. One family member said, “We are not forgotten. They pop in to make sure we are OK too. There’s a lovely sense of warmth and belonging.”

The staff had received numerous cards thanking them for the care they had provided at the end of people’s lives. One relative had written, “The care for [person’s name] and the support and kindness we have all received from your dedicated staff has been more than outstanding, particularly in their last few weeks."