Hebburn Court 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 provider met people’s needs. At our last assessment we rated this key question requires improvement. At this assessment the rating has changed to 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. Care plans contained person-centred information including what was important to people, such as how staff should engage them in conversation. People said staff involved them in making decisions about their care and did what they could to meet people’s needs. A person said, “If they haven’t got something you need, they will try their best to get it.”

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’s care plans reflected their wider support network including family members and professionals.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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 told us they felt listened to and had opportunities to provide feedback, such as regular meetings. Records showed action had been taken as a result of feedback provided. The provider has systems to log and investigate complaints.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Staff were available at all times of the day so people could access support when they needed it. Out of hours on-call arrangements were in place, so staff could get support if needed.

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 told us they had positive experiences from living at the home. They described how staff were effective in meeting their specific dietary needs and encouraged them to be active to improve their mobility.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.