Muscliff 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 service met people’s needs.

At our last assessment we rated this key question outstanding. At this assessment the rating has changed to requires improvement. This meant people’s needs were not always met through good organisation and delivery.
 

This service scored 62 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The service did not always make sure people were at the centre of their care and treatment choices and did not always decide, in partnership with people, how to respond to any relevant changes in people’s needs.

Records demonstrated inconsistencies in how best to support people during times of distress, guidance for staff to support people in care plans and risk assessments was not always detailed. Care plans did not have enough information to direct staff on how to help reduce people’s distress, and where suggestions to help reassure or distract people were known to staff, this was not always implemented.

However, people and their relatives told us they received person centred care; they told us staff were there when they needed them. A relative said, “They look after the whole person, and us as relatives too.”
 

The service understood the diverse health and care needs of people and their local communities.

People told us they had access to the care they needed, their relatives confirmed the same. In addition to nursing care within the service, it included seeing their GP or input from specialist clinics. Staff told us they routinely contacted professionals to support people such as, GPs and therapists, this had varied dependent on the person’s needs. Records showed input from a variety of health and social care professionals; the interactions were positive and consistent. Information was shared through telephone calls, emails and meetings.

People had access to a wide range of activities and hobbies, this included within the service and outside. People were supported to access their local area where possible and had included day trips out which had been enjoyed by all.
 

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

People and their relatives told us information about care and support was available to them. We were assured this service met the requirements of the Accessible Information Standard (AIS). The AIS is a law to make sure that people who have a disability, impairment or sensory loss receive information they can easily read or understand. The provider had presented information to meet people’s individual communication needs, for example, providing documentation and information in different formats such as in pictorial form or large print.
 

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result.

People, their relatives, staff and external professionals were given the chance to feedback on the care and service provided. Relatives told us any concerns raised would be addressed. A relative said, “I give credit where credit is due. I have no complaints about the home.” The service had a clear complaints process and records showed concerns had been dealt with in accordance with the service policies and procedures.
 

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

People and their relatives were assured care and support needs were met. Ongoing assessments of need and referrals to health and social care professionals meant people received the care they required. Staff told us they had enough information for people to receive their personal care. The providers electronic care planning system meant sharing information across services was possible.
 

Staff and leaders actively did not actively listen 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 told us people with more complex needs were not celebrated or respected. Some staff stated they did not feel supported by the management of the service or their colleagues to fully support people who experienced times of emotional distress . Comments included, “There have been times when residents have clearly expressed discomfort or distress, and their concerns were brushed off rather than taken seriously or escalated appropriately.” and “I believe there is room for improvement in offering staff advanced techniques for managing challenging behaviours.”

A health and social care professional identified, “Staff do not seem to have a clear understanding of dementia behaviours and how to intervene. Some residents had colouring books in front of them, but these were not age appropriate.”

However, some people and their relatives told us the service appreciated diversity and celebrated different cultures. Staff had undertaken equality and diversity training, and this was considered throughout all the policies and procedures within the service.
 

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 and their relatives told us they had been involved in planning for the future, everyone was given the opportunity to discuss their hopes and wishes. People had individual care plans for their future wishes which had included where and how they wanted to receive care in their last days. Staff told us they understood people’s specific needs and confirmed they were confident care plans contained enough information to ensure they could support people at end of life.