Brandon Trust - 261 Passage Road 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 79 (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 understood the importance of delivering care which reflected each person’s individual preferences and routines. Staff confirmed care plans and risk assessments provided them with detailed information they needed to support people ensuring the support people received was individualised.

Care plans were detailed and reflected how the person wanted to be supported including their wishes and aspirations. This included knowing people’s preferred daily routines,such as when they liked to get up in the morning and when they wanted to go to bed. Care plans included detailed information about each person’s life history, communication needs and health conditions. Any advice and guidance from health and social care professionals was incorporated into the individual’s care plan.

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.

People were supported to access the local community. The home was close to shops with good links to public transport. People had a bus pass to enable them to travel further afield. People were supported to maintain contact with family and friends. Relatives confirmed they were made to feel welcome when they visited and were very much involved in the care of their loved one.

People had access to health provision when they needed this. This included medical services, such as a GP, dentist and opticians. People had care plans in respect of the support they needed to attend health appointments and whether any adjustments may be needed. Health and social care professionals had been asked their opinion of the service via a survey. Feedback was positive comments included, “Given all the information needed”, “Very person centred”, and “Friendly and professional staff”. A health professional told us, “They demonstrate a genuine commitment to the wellbeing of their residents, responding promptly to needs and treating individuals with dignity”.

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

All organisations providing publicly funded adult social care have been legally required to comply with the Accessible Information Standard (AIS). This standard was introduced to ensure that individuals receive information in a format they can understand. The provider was meeting the required standards. Key policies, including safeguarding and complaints procedures, were made available in accessible formats tailored to individuals’ needs.

A member of staff told us, “Risk assessments and support plans are easily accessible for us to read whenever we need to and are written in language that is clear and easy to read”.

People’s records were kept safe and secure, only people who were authorised to read them had access. Staff completed information governance training to ensure information was stored safely in line with General Data Protection Regulation (GDPR).

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 provider’s complaints policy was available in an accessible format. Staff listened to people and took action where needed. There had not been any formal complaints about the service.

Relatives confirmed they knew how to make a complaint. They told us they had not had to raise any concerns about the care and support and were complimentary about the staff and the service that was being provided.

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

Staff told us they worked closely with health and social care professionals to ensure people had equal access to healthcare services. Systems were in place to minimise barriers and support people to access the care and treatment they required. This included effective partnership working with a range of health professionals. Feedback from health professionals was positive telling us they had no concerns about how people were supported and the team promoted collaborative working. Staff strongly advocated for a person when their treatment was having an impact on their sleep. They worked collaboratively with the health professional to support the person reviewing the approach, which promoted the person’s wellbeing and mobility.

Staff described how one person had recently been admitted to hospital. Reasonable adjustments were made to reduce the person’s distress, including the provision of a side room. This enabled the person to listen to music and remain in a calmer environment, which supported their emotional wellbeing during their hospital stay. Staff remained with the person throughout their stay. Staffing was temporarily increased on their return from hospital enabling them to return home safely. A health professional told us about another example where the staff had proactively referred to adult social care for a person to have additional funding to enable them to have 2 staff to support them to attend hydro sessions. This ensured the person was safe and enabled them to receive the treatment they needed.

Staff told us how 1 person was supported by the community learning disability team through a structured desensitisation programme. This was to help reduce their anxiety and enable them to engage with routine healthcare procedures, such as blood tests. Staff explained this took place over several weeks, with gradual exposure and consistent support, until the person felt comfortable to undergo the procedure. This demonstrated how staff worked in partnership with healthcare professionals to promote the person’s wellbeing and access to healthcare.

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.

Staff had completed training in Equality, Diversity and Human Rights (EDHR), which supported them to recognise and respond to people’s individual needs and protected characteristics.

Systems and processes were in place to ensure people’s care and support was personalised, promoted equality and reduced barriers to accessing services. This helped to ensure people received care that was responsive to their needs and respected their rights.

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.

There was no one receiving end of life care. Staff had completed training in end-of-life care and bereavement. Staff knew people well their likes, dislikes and preferences this was clearly recorded in their individual care plans. People had been supported to capture any wishes in the event of their death. The registered manager told us they had contacted a trainer in Brandon (the Provider) to support the team in building on these plans so these could be added to the electronic care planning system.