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 requires improvement. At this assessment the rating has changed to good.

This meant people’s needs were met through good organisation and delivery.

This service scored 71 (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 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.

Since our previous inspection the provider had made improvements and people were now consistently supported with person-centred care.

Care plans we reviewed were detailed and informed staff how to meet people’s needs. Care plans for moving and handling included step by step guidance for staff on how to use equipment, and care plans in relation to people’s health needs were detailed. There were care plans in place for people who had contractures that included guidance for staff on how to use any protectors.

People’s preferences for how they liked to be supported were included, such as if people had expressed a preference for male or female staff. Daily records showed these preferences were respected.

People’s food and drink likes and dislikes were documented as well as information on things people liked to do, such as favourite TV programmes and music.

The service reviewed people’s daily notes and provided support to staff to use inclusive and person- centred language.

Staff understood the importance of providing care in a person-centred way. One staff member said, “I support people in a person-centred way by ensuring their daily routines and preferences are respected. For example, 1 resident preferred to have breakfast in their room rather than the dining area. I accommodated this by preparing their meal in their room and spending time chatting with them while they ate, making sure they felt comfortable and valued.” Another staff member told us, “I support people in a person-centred way by focusing on their individual needs, preferences, and life history, ensuring that care is tailored to them rather than taking a “1-size-fits-all” approach.”

The service understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

Care provision was well‑coordinated. Staff worked closely with external professionals to maintain consistent support, shared relevant information in a timely manner and ensured people experienced smooth transitions between services. Care plans were regularly reviewed and updated ensuring support reflected people’s changing needs. People were supported by a consistent team of staff, which promoted continuity of care.

A relative told us, “The biggest asset at Muscliff are the nurses. In my view they are simply the best. [Person] has recently been seen by external professionals,I was kept fully informed and my opinions sought.”

Health and social care professionalswere complimentary about working with the service.

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

People’s communication needs had been assessed. When people experienced difficulties with hearing or speech, care plans we reviewed were informative and clear.

Staff told us they knew people well and knew how to communicate with them. A staff member said, “I provide information in ways they can understand using simple language, visual prompts, or giving extra time — so they can make informed choices.”

The manager told us they could organise any documentation to be provided in a format tailored to individual’s needs. The provider confirmed they were using pictorials to support people’s understanding, for example in the activities timetable.

Relatives told us they felt informed about what was happening at the service.

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 and relatives were given the chance to feedback on the care and service provided.The service held regular relatives’ meetings and kept a blank feedback form in the reception area for stakeholders to complete when they preferred. The service had a suggestion box available to anyone who wanted to leave their feedback anonymously.

The service had an up to-date complaints policy and procedure in place. Records showed complaints received had been addressed and lessons learned when appropriate.

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

Records showed people were supported with medical appointments and follow up appointments.

Training records showed staff had completed equality and diversity training. Staff told us they worked to ensure people’s rights were upheld.

Staff actively promoted people staying in touch with their relatives. One staff member said, “We actively support people to keep in contact with their family and friends, in ways that suit their preferences and needs. For example, we support people to make phone calls or video calls with family and friends, offering help with mobile phones, tablets or other devices if required.” Another staff member told us, “We encourage the family to call and speak to their loved one. We also encourage family and friends to visit more often as long the residents are happy.”

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.

Since our previous inspection the provider had made improvements and people were now consistently experiencing equity in their experiences and outcomes.

People's care plans were person centred and set out people's preferences and beliefs to ensure people's equality characteristics and needs were respected.

Staff told us how they supported people to meet their religious and cultural needs. One staff member said, “I always begin by asking the individual about their faith, beliefs, and any practices that are important to them. I respect their choices and ensure these are included in their care plan.” Another staff member told us, “As a carer, I always strive to respect and support the individual religious, cultural, and social needs of the people I care for. For example, I make sure that residents are able to practice their faith, this could include helping them attend religious services, arranging prayer times, or ensuring dietary requirements are met according to their beliefs. Culturally, I pay attention to their preferences and traditions, such as celebrating festivals, providing culturally appropriate meals, or supporting personal routines that reflect their background.”

People were not always 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.

End of life plans were not personalised and did not include information about people’s choices and preferences for end-of-life care. This included a lack of information about any spiritual or cultural needs people might have. This meant there was a risk that when people neared the end of their lives, staff might not know how or where the person wanted to be cared for. The provider planned to make changes to end of life care plans and said they would review all the plans which were already in place, to ensure people’s wishes were recorded.

Staff told us they had received end-of-life training and were aware of people’s care needs. Staff had access to relevant documentation through the electronic care planning system.