Orchid 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 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.

Some areas of the service was tired and in need of redecoration, however people had personal effects I their rooms and communal areas celebrated people achievements, such as art work and activities they had undertaken.

Staff provided person centred support to people. People were supported by staff who knew them well and tailored support around them. For example, 1 person was supported to create a CV and was seeking volunteer work. Another person accessed the community independently, which enabled their community inclusion and friendship groups. A person said, “I like living here. We get to go away. We have been to Egypt, Tenerife and Spain and Thailand. Next year we are going to America. We have resident's meetings. We talk about what we like, such as sports and food menus.”

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 recorded people's day to day care, had regular handovers and staff told us communication was good amongst the team and with external agencies.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People were provided with information in accessible formats, such as easy-to-read information, which included how to make a complaint, what to expect during health appointments and their rights. People had communication passports in place, which contained detailed information about how staff support each person to communicate and express their wishes.

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 staff had been provided with opportunities to feedback about the service, through surveys. Records evidenced people and staff were happy, and feedback given was positive. Comments included, “I like it here, staff are great.” At the time of our assessment no formal complaints had been made, the registered manager understood their responsibilities to deal with complaints effectively, should they arise.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People accessed a range of healthcare professionals, to ensure their health needs were met. This included GP's, psychiatrists, community learning disability teams, dentists and opticians. People had an annual health check, which included a medication review.

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 were supported to achieve good outcomes. People attended a range of in-house and community activities. For example, 1 person was supported to learn drumming. We observed people attending the community. People attended a range of community outings such as going to the gym, shopping, going out for meals, cinema and drama clubs. Various in-house activities were also available, such as baking, arts and crafts and disco nights. A relative said, “I am happy they have looked after [name] well. I can tell they are happy. I am happy with the communication. [Name] is out and about a lot. Goes to a day centre. [Name] cooks for everyone as loves it. Prepares the menu and then shops for it. I go to their reviews, and I feel they understand [name’s] needs. The staff are well trained.”

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. At the time of our assessment no one was receiving care at the end of their life. People had future wishes and goals in place. For example, people were supported to achieve monthly targets, such as completing personal care and healthy eating.