Archived: Greenhill

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 inspection we rated this key question good. At this inspection the rating remained good.

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.

People’s care plans were person centred and reflected their individual preferences, life histories and wishes. People told us they were happy with the care and support they received, and this was personalised. One person said, “I’ve never had a reason to complain, the care is excellent.” Another person told us, “Everything here runs smoothly. I never feel like I’m being forgotten or overlooked.”

Feedback from visiting professionals was also positive. One told us, “I have witnessed Greenhill to be an extremely caring home in providing holistic end of life care, focusing not only on the physical needs of their residents but equally on the emotional, spiritual and social needs through person centred care. Another professional commented, “The home is well-led, with a team that works together seamlessly to provide the best care possible. They are highly competent and effective, always ensuring that residents' needs are met with professionalism and kindness. At the same time, they are responsive, adapting quickly to any situation to make sure residents get the support they need. A third visiting professional said, “I always find the management and nursing team very responsive to my communications and visits. Information regarding service user’s health, welfare and needs is always current, up to date and detailed. Care plans show good knowledge of the individual and are person centred.”

Care plans and records showed staff followed people’s documented needs and wishes and responded when these changed. Staff worked effectively with health and social care professionals when needed to ensure people received the care and treatment they required. People and their loved ones where required were involved in reviews of their care and were able to contribute their views and wishes.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

People’s diverse needs and wishes were respected. The provider had equality and diversity policy and procedures in place. Staff had received training to understand this and implement it in their practice. A staff member told us, “I had training on equality and diversity. I treat everyone equally but differently in line with their religion or culture. I respect people’s diverse wishes and beliefs.” Another staff member said, “Care staff and residents are able to celebrate their own cultures and beliefs for example, we celebrate Diwali and Ramadan and LGBT (Pride).”

The provider had a pastoral team who provided spiritual support to people. A member of the pastoral team told us the home was set up by a Christian charity. The pastoral team talked to people about their spiritual needs, they offered bible studies, prayer and worship. We observed a church service during our visit that was well attended by people. The pastoral team member told us they carried out visits to people nursed in bed and this took up most of their time. They told us they could arrange spiritual support for people of other faiths to follow their religious practices.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.