Rockfield 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 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.

People, their families and professionals, were involved in planning their care and had regular keyworker sessions, where the agenda was set by the person, to review their care plans. We observed a keyworker session taking place whilst we were on site.

People had one page support profiles in place which highlighted what is important to them, their likes and dislikes, and how best to support the person.

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 worked collaboratively with other professionals to provide consistent care. Care plans demonstrated communication with external services and professionals, as well as the outcomes of medical appointments.

Feedback we received from professionals was positive.

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

People had communication passports in place, and staff demonstrated a clear understanding of each person’s communication needs. For example, staff knew when to use hand gestures to support understanding for some people.

Information was provided in accessible formats, including easy-read documents, pictures, videos and communication cards.

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 had a complaints policy in place. People, families and professionals were aware of how to raise concerns. Complaints were addressed in a timely manner.

People, families, and staff were offered opportunities to provide feedback through quarterly surveys, which were available in accessible formats to ensure all people could participate.

People and their families felt listened to and provided examples of complaints that had been appropriately responded to.

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

People were supported to live as independently as possible. All areas of the home, including the garden, were accessible for people using wheelchairs. Adaptations were made where required; for example, we observed one bedroom undergoing refurbishment to meet the needs of a new admission to the home.

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 encouraged to share their views and were involved in developing the service. For example, regular resident meetings and keyworker sessions were held, people participated in interview processes for new staff, and working groups included all people.

Where instances of racial discrimination had occurred, the service responded quickly and appropriately.

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’s care plans documented both short term and long term goals. However, some goals had not been reviewed or updated.

People told us about their goals and shared examples of how staff had supported them to work towards their future aspirations. One person told us their goal was to “Live independently.” The service supported this by providing opportunities to live in a separate annexe building, away from the main home, which promoted greater independence and helped people transition into the community.