Rowanweald Residential and Nursing 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 service 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 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.

Records we reviewed were detailed and personalised. Staff understood the importance of person-centred care and feedback we received supported that people were treated as individuals. A member of staff told us, “Resident’s dignity and privacy are always respected. We take the time to get to know everyone as an individual.”

The provider ensured people had access to information about activities and things going on around the home. A monthly newsletter was published and provided people and relatives with information about upcoming events in the home. The newsletter for March 2026, detailed upcoming events in April which included flower arranging, Easter card and hat decorating as well as Easter tea.

Staff completed daily notes for people that reflected each person’s needs and staff had also completed training in person centred care.

People received care that reflected their individual needs, preferences and wishes. They felt listened to, valued and supported in a way which was right for them. Staff understood what mattered to each person and provided support which reflected people’s preferences, routines and communication needs.

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.

The registered manager and staff demonstrated a good understanding of people’s individual health and care needs. Staff had received person specific training to develop their knowledge of people’s requirements to ensure they effectively met people’s needs. People and relatives were confident that staff were able to meet people’s individual needs. A relative said, “We know [family member] is in capable hands.” A person told us, “Staff know what they are doing.”

People received consistency and continuity in their staffing and care arrangements. People were largely cared for by the same staff team, whom they had built positive relationships with so that they felt comfortable in their presence. Staff understood people’s needs and met their needs in relation to equality and diversity.

The service had a low turnover of staff and a stable staff team. The registered manager advised that they did not use agency staff and were able to meet their staffing requirements with their existing workforce. Staff communicated well with external health and social care professionals to support people’s needs. Records included information provided by external health and social care professionals.

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

We saw information displayed around the home which included photos of the staff team and their role, information on activities, and news on events that had been held at the home. The monthly newsletter provided updates and information.

The registered manager and staff had a good understanding of people’s needs and how best to provide information. The provider supplied appropriate and mostly up-to-date information in formats that were tailored to individual needs. Staff supported people to communicate by using their preferred method of communication. The provider employed a range of staff who could speak the same languages as people who used the service. This had a positive impact on people as they were supported by staff with a shared cultural heritage who were able to speak the same language as them.

Care plans recorded individual communication preferences.

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. A person told us, “[Staff member] always keeps me informed about any changes and the reason why.”

The provider carried out resident and relatives’ meetings and people told us they felt listened to. A person told us, “I don’t see the manager all the time but know who[they] are and if I need to see [them] they will always pop in and listen to me.”

People had access to a copy of the complaint’s procedure, which was provided when they moved into the home, information on who to raise concerns with was also displayed in the home.

The provider actively sought feedback from people and relatives and people also had opportunities to raise any suggestions or concerns at the resident meetings. People and relatives felt comfortable to raise concerns with staff or the management team.

The provider made sure that people could access the care, support and treatment they needed when they needed it. The provider supported people in line with their assessed needs.

The provider had policies and procedures around equality and diversity. Staff had received training in equality and diversity. This helped to ensure they had awareness of people’s protected characteristics and the requirement for all people to receive fair and equal treatment.

People told us they were involved in their care and staff respected their choices and preferences. People were able to choose the gender of their care staff, and this was respected by staff.

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’s protected characteristics were respected to ensure people did not experience inequality in outcomes and their individual characteristics were supported.

People were treated fairly and raised no concerns about discrimination or inequality in relation to their care. Management told us people’s needs and preferences were assessed before the provider agreed to commence care services. This helped to ensure people’s needs could be met.

The provider had a programme of training that covered equality, diversity, and inclusion. Staff were aware of the importance of treating people equally regardless of their abilities, their background or their lifestyle.

People had their human rights and diversity respected and were treated with compassion by staff. People’s diverse needs and wishes were assessed, documented and respected.

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 documentation included people’s end of life care planning as well as DNACPR (do not attempt cardiopulmonary resuscitation) for people that had made this decision.

Management ensured staff had guidance to support people through transitions and more complex decisions. They were responsive and played an important role in involving external professionals in people’s care.