Baily 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 outstanding. 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.

Staff supported individuals to express their preferences and made reasonable efforts to accommodate these in areas such as meals, activities, and daily routines.

People told us they felt involved in their care and in decisions about it. There was a clear review process which ensured people were involved in reviews. This included those important to them.

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.

Relatives were confident staff would request emergency medical advice if needed. Staff told us they routinely contacted professionals to support people such as, GPs, community nurses, speech and language therapists.

Health and social care professionals provided mixed feedback on the timeliness of referrals to external services; however, they did tell us staff were knowledgeable.

Records showed input from a variety of health and social care professionals. Information was shared through handovers and meetings.

Transitions between services, such as hospital discharge or changes in support needs were managed effectively to minimise disruption and reduce anxiety for people.

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

The service adhered to the Accessible Information Standard, with communication preferences clearly identified, recorded, and acted upon. Information was provided in accessible formats as required, such as easy read, picture format or large print. The registered manager told us they were exploring having the information in audio form and also have staff who can use British Sign Language if required. This supported people to engage with their care and understand the options available to them.

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.

Relatives reported that they understood how to raise concerns and felt confident these would be taken seriously.

The service promoted a culture where feedback was encouraged and acted upon. People were supported during reviews to participate in care planning, and carers were invited to contribute when appropriate.

Complaints were handled in accordance with the provider’s complaints procedure.

The home utilised an electronic sign in system which asked for feedback when people left. The provider used this data to make changes and speak to people for more information if required.

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

Feedback confirmed people had free choice and access to any external service provisions they required. Processes were in place to ensure people did not experience any barriers in accessing the care and support they required.

Staff monitored people's health and made sure people accessed other services in cases of emergency or when their physical or mental health changed.

Within the home, lift access was available to all floors of the building, and all areas of the home were accessible to people in wheelchairs.

Staff and leaders actively listened to information about people who are most likely to encounter inequality in experience or outcomes and tailored their care, support and treatment in response to this.

Staff had completed training around Equality, Diversity and Human Rights. Staff showed a good awareness of what discrimination meant and how to challenge any concerns. Processes were in place to help ensure people’s care, treatment and support promoted equality, removed barriers and protected their rights.

People described how they accessed healthcare services, including how staff supported them to attend hospital appointments if needed.

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.

We saw people’s choices about their future care needs had been discussed and planned for with their involvement. Detail of end-of-life care preferences and funeral choices had been documented where this information had been shared.

Families are supported to stay with their loved ones when they are reaching the end of their life.

Staff told us they felt it was a privileged to support people at the end of their life.

The registered manager told us when someone at the service dies, they do huddles to check staff well-being and provide emotional support.