Ellwood Place Dementia Care Home

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 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 did not always make sure people were at the centre of their care and treatment choices. We fed back to the registered manager some people’s care records included language which was not wholly indicative of them being at the centre of their care. This had not negatively impacted people and the registered manager took immediate action to address this, to ensure staff understood the importance this wording could have for people and their relatives. The provider deployed an online care management system which staff updated when required. Staff confirmed they could access relevant information via an app, which helped to ensure people received person centred care.

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 confirmed they could access information about people’s needs ahead of their admission to the service via online care records. One staff member told us, “We have handover and can access information about people from other staff or the records, we have time to get to know people well.” Staff said this helped them understand what was important to people, including how to provide effective support when a person was distressed and which techniques to use. Relatives spoke positively about the staff and how they engaged with their loved ones. This ensured staff were able to identify when changes occurred and escalate concerns.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Information was available in various formats and staff told us how they were working to develop this further. We observed people using menus which included pictures and details of ingredients used which supported people to make informed choices about what to have to eat. Care staff told us they had information about, and understood, people’s communication needs from care plans, which meant they could support people to fully express themselves.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result. People and family members received a service user guide which included information about how to contact the office or make a complaint should the need arise. This was also available in an easy read format. Feedback surveys were completed with people, relatives and staff. The provider spoke about how they had made changes based in response to feedback.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Discussions with the registered manager and staff showed they understood how to access specialist health or social care support should this be required. Health professionals confirmed staff and managers at Ellwood Place sought advice and made referrals which ensured people received support they needed when they needed it

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. People and family members were positive about the care and support they were receiving. One person told us how staff supported them, “You can get staff to help, they don’t rush me.” A family member told us, “I would recommend them, there are different facilities available here with the level of staff ratio being good. With more staff, people get more attention.” Staff demonstrated a good understanding of people’s specific health needs and training records confirmed staff were supported to access information and training about specific health conditions.

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. Information was held by the service detailing any specific wishes people may have as to the actions staff should take should resuscitation be required.