Hurstway Care Home

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• 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 service met people’s needs.

At our last inspection we rated this key question good. At this inspection the rating has remained 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 service 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. People received personalised care and support specific to their needs, preferences and routines. People's care plans reflected their individual needs with clear guidance for staff to follow to ensure person centred care. People's care plans were regularly updated to reflect their changing needs. Staff told us the management team had recently introduced a ‘resident of the day’ scheme. They went on to say this was a recent initiative but it focused on engaging the person with a review of their care and support to ensure the plans accurately reflected their needs. All those we spoke with felt engaged in planning their care. People engaged in activities they found to be stimulating and interesting. One person told us staff had set up a reading group for them to be involved in and another told us about a knit and natter group where local people attended, and they could freely chat whilst crafting.

The service 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’s diverse needs and wishes were identified by the provider and recorded. These were known by the staff supporting them. When it was appropriate these were shared with other healthcare services to promote inclusive care and continuity.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People had their individual communication needs recorded which were known by staff. For example, 1 person liked to read but did not have their glasses to hand. A passing staff member recognised this and spoke with the person to establish where their glasses were and then went to find them. The person told us, “They are such a love, and sometimes I don’t need to say anything, they just know.”

The service 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. All those we spoke with told us they knew how to raise a concern or a compliment. One relative told us they had raised concerns previously with the provider and they were responded to in a positive way. They went on to say they did not have any worries but if they did they felt comfortable and able to raise anything openly with the management team.

The service made sure that people could access the care, support and treatment they needed when they needed it. All those we spoke with told us they were promptly referred to healthcare services and outside support if it was needed free from discrimination.

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. When it was appropriate and needed the manager and staff advocated on behalf of people to ensure they had access to services that matched their individual care needs. People, and their relatives, were confident to speak with staff and the management team about things which mattered to them and which could impact on their health and wellbeing.

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. People, and when needed those close to them, were supported to identify their wishes for future care. These were recorded in their personal care and support plans which would move between healthcare providers, if necessary, to ensure their wishes went with them. One person told us they still desired to improve their skills in a certain area. We saw this was supported by staff and the person was engaged in activities which helped their independence and self-esteem.