Moorhaven Care Home Ltd

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.

Care plans were person-centred. Care plans provided guidance for staff about how best to support people's needs and preferences. Staff completed daily care records for people, which showed staff were meeting people's individual needs as recorded in their care plans. People told us they were involved in planning and reviewing their care.

Staff knew people's preferences, likes and dislikes. They provided support in line with legislation, standards and guidance to achieve effective outcomes. Information within care plans included preferences with daily routines.

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 received care and support from a consistent team of staff who knew them well. Members of staff worked well with health and social care professionals to ensure people received joined up input from everyone involved in their care. 

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

People’s communication needs were assessed and described in their care plans. This gave staff information about any difficulties people had with their hearing or speech and how best to communicate with them.

During our inspection we saw staff communicated effectively with people.

The provider understood their responsibilities in ensuring people received information in a way they understood.

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 relatives were encouraged to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people and relatives in decisions about their care.

Complaints and concerns were responded to in line with the provider’s policy. There was an up to date complaint policy in place and the provider ensured the quality of care could be assessed, monitored and improved upon. People and their relatives told us, “I have no complaints, however I know I can speak to staff”, “I have no complaints” and “I have not needed to make complaints. Any small issue I raise gets resolved straight away.”

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

People received care and support equitably, regardless of a person’s background, language, or culture.

The provider had policies and procedures around equality and diversity. Staff told us they 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.

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.

The provider complied with legal equality and human rights requirements, including avoiding discrimination and having regard to the needs of people with different protected characteristics. We spoke to people about their experience of care. They did not report any barriers to care related to discrimination.

People were supported to access the services they needed. Staff and the registered manager told us about working with professionals and stakeholders to support and meet outcomes for people. There were processes in place to support people in expressing their views and gathering feedback.

Staff received equality and diversity training. This helped staff to understand and value difference.

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 were supported with their end of life care appropriately. An end of life policy was in place and end of life training was facilitated to staff. Systems were in place to ensure end of life support could be provided working alongside community professionals. Care plans contained details of people's end of life wishes for those people who wished to disclose them.

End of life care was compassionate and respectful. When people passed away, staff showed their respect by conducting a dignity walk. This involved staff lining the corridors to pay tribute to the person’s life as they departed.