Stoneleigh House

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 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 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.

People told us staff listened to them and responded appropriately, ensuring their individual choices and preferences were respected. People we spoke with felt involved in decisions about their care and said their needs were understood by staff.

Care plans were person-centred and individualised, with specific health-related care plans in place where required. These clearly outlined people’s needs and guided staff to provide consistent and appropriate support.

We observed people being offered choices of daily meals, and people confirmed they were supported to make decisions about day-to-day activities, such as the time they wished to get up in the morning and go to bed, and any daily activities.

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.

Staff received training in mental health, learning disability, autism and communication, which equipped them with the knowledge and skills to effectively support individuals with a range of needs. People benefitted from a stable and consistent staff team who knew them well. This enabled staff to recognise changes in people’s needs and preferences and provide continuity of care. Staff worked collaboratively and followed guidance from healthcare professionals to ensure care remained effective and responsive.

Care plans reflected a joined-up approach to care provision, and referrals to healthcare services were made in a timely and appropriate manner. Staff followed professional guidance to support positive outcomes for people, meaning emerging concerns were quickly recognised and acted upon.

People had hospital passports in place, which contained important information about their health needs, communication preferences and how best to support them. These ensured that, if people required hospital treatment, their needs could be understood quickly and continuity of care maintained across services.

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

The service ensured people were provided with information in a way they could understand. Service information was available in easy read formats to support accessibility and informed choice.

We saw evidence that information was shared with people through regular resident meetings, which provided opportunities for discussion and updates about the service. People told us they felt well informed and said staff and management took time to explain information to them and keep them up to date.

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.

The service was proactive in seeking people’s feedback and involved them in the ongoing development of the service. We saw evidence of service user feedback questionnaires, which collated information relating to food and catering, personal care and support, daily living, and the premises. The feedback reviewed was consistently positive and aligned with the feedback we gathered directly from people during our assessment.

People felt listened to and supported to maintain social relationships and engage in activities which were important to them. Staff worked collaboratively with people to facilitate meaningful opportunities for social interaction. One person told us, “I meet my friends regularly, the staff have helped me organise a weekly games afternoon. Every week my friends visit, we go into the meeting room and play board games.”

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

People were supported to access healthcare services in a timely way to help them maintain their health and wellbeing. Records showed referrals to external healthcare professionals were made appropriately based on individual need. We saw evidence of people accessing a range of services, including physiotherapy, GP appointments, dentists and support from district nurses.

People were supported to access community-based resources to promote healthier lifestyles. For example, one person told us they were supported to attend a local gym to help with weight management. This demonstrated the service actively promoted equal access to health and wellbeing opportunities, ensuring people received the support they needed to remain as healthy as possible.

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 provider had an Equality and Diversity policy in place. This helped staff to provide respectful, person-centred care which met individual needs regardless of background or identity.

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 were supported to plan for their future care and wellbeing in a way that reflected what was important to them. The service had introduced annual goals that were personalised, realistic, and achievable. These included supporting one person to join a local gym to help with weight loss and improve their health, supporting another person to attend a football match, and enabling one person to go to the theatre in line with their personal interests. These goals supported people to remain engaged, active, and focused on their individual wellbeing and aspirations.

People at the end of their lives had end‑of‑life care plans in place, which clearly reflected their needs and wishes. These plans were used to inform staff how to provide appropriate and compassionate care. Anticipatory medicines were available to help ensure people remained comfortable and to reduce the risk of unnecessary pain or distress. This demonstrated the service took a proactive approach to planning and supporting people throughout all stages of their care.