Cleveland House 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.

Staff and leaders ensured people were at the centre of decisions about their care. People were consulted and involved in decision making about their care needs. Care plans were of a good

quality and guided staff on how people liked to be supported. One member of staff told us, “The care plans are really good. They tell me everything I need to know.”

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 had a good understanding of people’s health and care needs. Staff worked closely with health and social care professionals to make sure people had joined up care.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People were given information in a way which met their communication needs. Information was presented in different formats such as large print, verbally or by using agreed hand gestures. Staff knew people’s communication needs well and people were supported in line with the Accessible Information Standard.

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 toldthem what had changed as a result. People’s views and opinions were actively sought. Staff and leaders did this in a variety of ways including on a one to one basis, through surveys and group meetings. People felt their views were listened to and they were involved about decisions at the service. One person told us, “I have never had to complain about anything. It is nice here and I feel happy. I would speak with the manager if anything was wrong. They would listen to me.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. People benefitted from an environment which was fully accessible and inclusive for all. The environment was adapted to ensure people could access outside spaces and internal rooms independently. Leaders worked to remove obstacles people may experience to ensure people were able to live as independently as possible.

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 responseto this. People had reasonable adjustments to ensure they could have equal access. Staff and leaders understood the importance of the Equality Act and the importance of ensuring people did notexperience discrimination. There was a zero tolerance to any form of harassment to ensure people could live their lives how they chose to.

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’s end of life wishes and preferences were understood. Staff were experienced and trained to support people to have a high quality end of life experience. By working with involved GPs, people had access to end of life medication in a timely way. Relatives were supported and involved with decisions about end of life care to ensure the person had those important to them involved in decision making.