Appleton Court

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.

This is the first assessment for this newly registered service. This key question has been rated 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 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. However, people’s care records did not reflect this approach. People told us they received care that was person centred, and staff could demonstrate how they learned and followed people’s preferences to ensure person centred care. However, peoples care plans lacked details around their care and information within the care notes were often task based rather than detailing the true care provided to that person. For example, when describing the personal care task within 1 person’s care plan the record stated, ‘assist [service user] to complete personal care.’ This instruction does not include their preferences and does not give direction to staff on what the person requires. One other care plan highlighted that a person could suffer from anxiety when out in the community. The record did not include details of how this person’s anxieties presented or should be managed by staff. Due to the concerns raised regarding the standard of records within the service, we have addressed this within the well led domain.

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

The service worked well with partners and were able to source additional support when people’s needs changed. Managers and staff had a good understanding of how to support people with varying needs and provided training in areas such as dementia care, learning disabilities and mental health to reflect the diverse needs of the people. People and family members told us there was continuity of care with the staff team.

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

People and families told us they were kept up to date with any changes in the service. Newsletters had been sent out to family members with updates and staff would call them at the earliest opportunity if an incident occurred.

People’s preferred way of communicating had been recorded within the care plans and information was provided in an accessible way for those who needed this support. For example, easy read documents were available to people who needed these.

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 and family members told us they felt confident sharing their views with all staff members and could approach management at any time to feedback about care. Surveys were sent out by the service to collect feedback. Tenant and staff meetings were held on a regular basis to collect ideas and give people the opportunity to raise concerns. The provider had a complaints procedure in place which was easily accessible to people if they needed it. The registered manager investigated any concerns and complaints received.

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

There were no barriers to people accessing the service or their care and support. Out of hours support was in place, covered by the management team to ensure staff always had access to support.

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.

Care staff had undertaken equality and diversity training. Staff, people and family members did not identify any concerns about discrimination.

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 service supported people to plan for the future and identify ways which people would like to progress and become more independent.