Weybourne

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• 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.

This is the first assessment for this service. This key question has been rated 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’s care plans had sufficient person-centred detail to guide staff in delivering safe and appropriate care. The plans had information completed in their care records, to show their personal life stories and what mattered to them. Where care plans had been reviewed, updates were recorded and meaningful reassessment of needs with clear, actionable guidance for staff.

There was a varied activities schedule available for people. We observed some of these activities taking place during our assessment and found people to be engaged and enjoying what was on offer.

The activities coordinator told us of all the varying options for activities they had created such as art therapy, therapy dog, trips to seaside, barbers, café. [A local] school to come in and do activities with the people The activities coordinator also organised larger events so that relatives could attend and spend quality time with their family members. For example, religious celebration, cultural events a summer Barbeque

A family member shared with us “There’s lots of choice. There are pictures on Face Book of them making jam tarts and sausage rolls. She said the best thing is you make them, and you get to eat them. They make cakes and biscuits too.”

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.

We saw records in place of when people were reviewed by health professionals.

People living at the service were supported to access the community and trips out, and where this was relevant this included regular access to specialist support services which staff helped facilitate. Staff could contact the GP surgery at any time if they had any concerns or questions, alongside weekly visits. When additional input from other health professionals such as the speech and language therapist (SALT), or the older people’s complex’s health team was required, staff were able to ask the GP for referrals to be made.

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

The service was compliant with the Accessible Information Standards and made information available to everyone in ways they can understand. There was evidence that care-related information had been adapted or made available in accessible formats. Care plans and service information could be provided in alternative formats, for people to understand and engage with their care.

Information about the service was available to people on admission and information, such as the complaints policy, information about activities and meetings, and updates including ‘you said we did’ were displayed in various places across the building.

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.

The Service provider had suitable processes to investigate complaints and concerns, and we saw these were managed effectively through discussion with people and their family members. Complaints and concerns documented, so it was possible to track the outcome.

People and families told us they felt able to raise concerns but were generally happy with the support and did not need to complain.

A family member said “There’s staff around to talk to. The temporary manager is here, and I am happy to go them. I haven’t needed to. There is just minor thing, they needed a hairdresser I mentioned it and the next day, it was resolved. On the whole they seems quite settled and happy”. Another family member said “We have had questionaries, a while ago now. I didn’t raise anything, I find they are very on the ball, if there’s anything, they incorporated it into her care.”

Positive feedback was also collected and there were numerous thankyou cards about the care and support given by staff.

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

A family member said “The visiting GP had a word to see if we had any concerns and we didn’t. I get calls from care home, they called to say they had called an ambulance. They went to see them, when they went in, in August last year. They didn’t have a walker, and they provided themwith one. The staff encourage them to use it.”

Staff ensured that people were able to continue to receive the regular health care appointments they required for their health needs. For example, dentists and opticians were able to visit the service to complete regular checks for people. This meant health care services continued to be accessible for people, even if their mobility left them unable to leave the service on a regular basis. Staff supported people to attend hospital appointments.

There was specialist equipment in place to ensure people who needed additional support to move could still access shower and bath facilities if they wished and people could go and spend time in a secure garden area.

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.

A family member said “[ relative] is eating well and likes the food in there. They had stopped eating at home”. And another family member said” I think they are a very good team. They do have church services; I have seen them on Face Book. My [ Relative] isn’t religious, they go to church as they likes the music. [ Relative] friend there goes with [ Relative]. Its nice [ Relative] has a friend there. They go everywhere together.

People’s experiences of care and support varied this was due to differing needs. Where people were able to access the activities that took place in the service their experiences were positive. And for people who were not able or chose not to participate in these activities their days consisted of individualised activities in their rooms or out in the community such as painting and drawing, purchasing and reading newspapers.

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.

There was a clear and sensitive end of life care process in place, that involved family and friends as well as informing staff how people would like their last days to be and their funeral arrangements. This meant staff were aware of their wishes and fulfilled them. Families were offered to stay with their relatives at the service if they wished and families were provided a box of essential items which comfortably allowed them to stay/ present in their relatives’ final days.