South Highnam

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 as 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.

Care plans were person centred and developed around people’s needs. These clearly outlined how people wished to be supported. The home was responsive to people’s changing needs. The registered manager told us how staff had recognised a change in a person’s demeanour which they monitored and identified it was related to joint pain. They were liaising with healthcare professionals to address the matter.

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 with commissioners to ensure that continuity of care was managed. Staff worked with a range of health and social care professionals to ensure people received constant joined up care. Appropriate and timely referrals were made to health care professionals.

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

The registered manager told us information could be provided in a range of formats that were tailored to individual needs. The home gathered information about people’s communication needs. The registered manager told us how staff had worked with a person to engage with a medical procedure and produced a range of material to support their understanding and confidence in the procedure.

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.

People, relatives and staff were encouraged to give feedback about the service. A relative told us, “We get a family questionnaire every year and have no bad comments to make.”The service appropriately supported people to give their feedback and share ideas. The registered manager actively sought independent advocacy when required.Staff said they were confident in the service to take appropriate action if they raised a concern or complaint.

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

The service supported people to access healthcare services. Staff advocated for people when required, including addressing communication barriers and ensuring accessible access.

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.

The service demonstrated a culture where staff challenged inequalities and sought to find solutions to the barriers people faced. Staff advocated for people to ensure they were not discriminated against, and they were valued in the wider community.

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.

The registered manager offered ‘end of life’ discussions for all people and their relatives however this was declined. They acknowledged the importance of this subject and planned to revisit the subject in the future in a different manner. When people wished for greater independence and reduced care interactions, the service worked with professionals to support them to achieve their goal.