Aranlaw House Care 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.

This is the first inspection for this newly registered service. This key question has been rated 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 told us the care they received was person centred. People and their relatives advised staff knew them and their likes and dislikes well. We observed many individualised interactions with people and staff, offering choices and supporting preferences.

Staff told us they had enough information about people’s needs to provide safe and continuous care. The provider had an electronic care planning system which meant information was accessible. The registered manager shared examples of how care and the environment was designed around each person and confirmed reviews of care plans were underway to ensure they were up to date.

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.

Records showed input from various health and social care professionals. This meant everyone had access to people’s current guidance and treatment plans.

A health and social care professional told us, “They always use very creative ways to intervene with the residents which work well” and “Based on evidence from the home’s documents, there have been less incidents reported around behaviours, falls and agitation as compared to when in hospital.”
 

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

Aranlaw House Care Home met the requirements of the Accessible Information Standard (AIS). Since 2016 all organisations that provide publicly funded adult social care are legally required to follow the AIS. The AIS tells organisations what they have to do to help ensure people with a disability or sensory loss, and in some circumstances, their carers, get information in a way they can understand it. It also says that people should get the support they need in relation to communication. A relative told us, “I have witnessed how staff interact with the residents, showing them respect, dignity and kindness. They all greet with a smile and say hello.”

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. For example, the service held monthly residents’ meetings to discuss any concerns. The provider told us relatives were contacted monthly to complete a questionnaire and collect suggestions. However, care plans were not always reviewed as planned, although we were fully assured by the registered manager’s planned improvements. The provider told us it was important every voice was heard.

The service had a complaints policy and procedure. The complaints process included details of how to appeal a decision, contact details for the local government and social care ombudsman and the Care Quality Commission. The service had received compliments on the care they provided.

People and their relatives told us they knew who the registered manager was and confirmed any concerns they had raised had been addressed.
 

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

People told us they received care and support, which was accessible and considered their individual needs. Staff received training in equality and diversity, they told us they supported people to live their lives how they chose.The provider told us accessibility to services was a focus for them. This had included medical video calls to provide continuity and efficiency for diagnosis and building strong links with external professionals.

Staff gave examples of the various ways they could raise concerns about treatment which discriminates. Staff training, guidance and monitoring meant staff were consistently reminded of their responsibilities to always ensure inclusivity.

A health and social care professional told us, “They have some animals at Aranlaw House Care Home (rabbits, cat, dog and birds), which I have seen soften some quite difficult to engage characters which has been very beneficial in establishing a rapport.”

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 received care and support, which considered their individual equality characteristics and preferences.

The provider and staff told us different cultures were celebrated through staff social events and a diversity calendar. The provider told us they had a dedicated ‘Cultural Champion’, who worked to promote fairness, inclusion and respect for all staff. Staff had received training in diversity, equality and the life and culture of Britian. One staff member told us, “I went to the English lessons and really enjoyed them. The lessons never felt stressful, and they really helped me improve my English. I feel more confident now, especially with writing and joining in conversations with people.” Another commented, “I am Hindu so I didn't have any idea of Christmas but working here I know how it should be done properly; it is a celebration for everyone whatever you want to believe.”

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.

Aranlaw House Care Home had an end-of-life policy and required staff to attend training to develop their skills when having sensitive conversations around advanced care planning.

Staff used screening tools to monitor people’s health and identify pain. This information was escalated to health and social care professionals working in partnership with the service to deliver care in line with people’s wishes and to ensure they were able to have a dignified death. A health and social care professional told us, “Staff take time and energy investing in the resident’s well-being and this is continuously shown through the way they care for their residents, showing compassion by sitting with them when they are approaching the final phases of life, or facilitating special occasions for families such as vow renewals.”