Stocks Hall Nursing Home - Burscough

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 79 (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 needs were assessed prior to their admission to Stocks Hall Nursing Home Burscough, and care plans accounted for things that were important and mattered to people. People and relatives were involved in setting up care plans, and relatives told us they were kept up to date about any changes to people’s health and wellbeing. Care plans and daily notes were written in a respectful manner. Where people’s needs changed, staff made amendments where possible, for example people could chose to move to a different bedroom to alleviate mobility issues.

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 service worked well with external health and social care agencies, and people said referrals were made to other professionals where needed. We saw evidence of this in written records. Staff made referrals to falls prevention services and speech and language teams and their visits and outcomes were documented and adhered to.

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

The service sent every prospective person a detailed and thorough ‘welcome pack’ which included information about dementia and how it may affect people. Relatives commented this was the most information they had received since receiving a diagnosis.

The provider produced and sent out a monthly newsletter to people and families to inform them of important information and updates. For people who’s first language was not English, the provider purchased a digital translator, and staff used translation apps on electronic devices. Staff made use of pictorial aids and other IT mechanisms to support people who struggled to communicate verbally. Written information could be adapted to meet people’s needs well.

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.

There was a complaints process and people knew how to complain, although the service had not received any formal complaints. We saw evidence of resident and staff surveys. Relatives and visiting professionals could leave feedback via the electronic sign in, and there was a suggestion box in the reception area. The registered manager encouraged people and relatives to come directly to her to discuss anything. The chef sought people’s views about the food at the end of every day.

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

The building, premises and equipment were accessible for the people who lived at Stocks Hall Nursing Home Burscough. All floors were accessible via a lift and bathrooms contained mobility equipment so people could access a bath comfortably. The home benefitted from the use of a mobile shower which staff could use in different bathrooms making bathing easier and more accessible. People had mobility equipment if required and people were supported to maintain physical independence. Visitors were welcome at any time and were often invited to join people at mealtimes.

We noticed that wardrobes were not secured to the walls in bedrooms where people lived with dementia. We fed this back and arrangements were made immediately to resolve.

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.

There were appropriate policies and staff completed training to help them understand equality and discrimination. People and staff did not report any concerns about discrimination, but staff confirmed they would be able to identify this and take action to challenge.

People were given exceptional support to plan for important life changes, so they could make informed decisions about their future, including at the end of their life.

People had end of life care plans recorded in their records, and information about what to do in the event of a cardiac arrest was easily accessible. The home was on the Gold Standard Framework. This is a training programme which aims to make sure people’s wishes about what they want to happen at the end of their life are considered and followed, and that they receive high quality, compassionate care. The service was supported by the local hospice who also delivered end of life training to staff. The provider was committed to supporting family members during difficult times and encouraged relatives to stay overnight and join in mealtimes. They supported a family who lived overseas to stay for 1 week at the end of their loved one’s life. Staff made sure spouses could share a bed if this is what they wished. Relatives continued to visit the home and chat to staff following the passing of their relative. The provider organised an event at the home for relatives to come and remember their loved ones and also raised money for a water fountain in recognition of people who had passed away.