Badgers Holt Residential 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 assessment 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.

A relative told us about reasonable adjustments made by the service to accommodate their loved ones’ changes in mobility.

We observed staff offering choices and facilitating people’s preferences.

Staff told us they worked hard to ensure people had choices and their care was person-centred. Comments included, “I support people to make day to day choices”, “I support people in a person-centred way, such as assisting them to choose what they would like to wear for the day, how they would like their hair and if they wear makeup or like their nails done. It’s also up to the individual how much involvement I have in their care, I might help them fully or just give them a hand with small things they can’t do. Everyone has the choice when they choose to get out of bed and what they would like to do for the day”, and “I often offer residents a choice between meals and explain it to them. Just in case they are having difficulties deciding. I also support them in choosing their outfits as well encourage them to take part in activities. Furthermore, regular checks are done to see how they are getting on and if I notice they are getting bored, then I can find something else that may interest them.”

People’s care plans were person centred and gave detailed instructions on how people wanted their care to be provided to them. For example, their evening routine. Changes to care plans were made, when there were changes in people’s needs and guidance was received from health and social care professionals.

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 staff worked closely with other services and reached out to health and social care professionals to ensure people get the best possible care.

People and their relatives told us they could access the care and support they required.

Staff told us it was important to work with health and social care professionals to ensure care for people was holistic. Staff gave us specific examples of supporting people to see healthcare professionals and positive outcomes achieved.

Health and social care professionals were complimentary about working with the service. One professional said, “The service has a good understanding of patient safety in relation to diabetes and reached out to specialist nurses for support and care planning for management.When adjustments in care plans provided and change, they are understanding of patient needs and will adjust care as required. As a team and individually they all have a good work commitment to providing a high level of care and support to each patient and have good communication with all services involve to achieve care together.”

People’s care plans included input from a variety of health and social care professionals. This was recorded on the provider’s electronic system which meant staff had access to the most up to date information relating to people’s health.

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

Staff told us they knew how to communicate well with people. A staff member said, “Choices are given to all our residents at all points through the day, from the time they would like to get up, personal care choices, what they would like to wear, what they would like to eat, whether they would like to participate in activities, minibus trips, see the hairdresser. Pictorials, flashcards and just showing residents their choices help those that may struggle with vocalised choices help them to be able to make their own decisions in a way they understand. They also get to choose how much or little they would like to be involved, and this is supported by staff.”

A relative told us, “There's a very good relationship with staff. My loved one doesn't hear well. Clear, loudly speaking staff can convey information to [person].”

The manager told us staff had access to the electronic care planning system used by the service where the information on people’s communication needs was stored. For example, if a person needed documentation provided to them in a large print, this was recorded in their care plan.

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.

People and their relatives told us they felt confident that if they complained, they would be taken seriously and treated compassionately. Comments included, “I know who to report concerns to, they would listen and act promptly. At the relative meetings, every 8/9 weeks, we're asked our opinion of the way things are at the moment and how we'd feel if they changed the way that "thing" was done”, “Staff are lovely, friendly and helpful - I tend to deal with the same members of staff for updates”, and “We recently completed a questionnaire for mums care plan. We receive regular updates and ad hoc chats when we visit.”

People were asked for feedback on a regular basis, either through the residents’ meetings, or through annual surveys. Relatives had a choice to attend relatives’ meetings. The service had a suggestion box available to anyone who wanted to leave their feedback anonymously.

The provider had a complaints policy in place.This was available in an easy read format to be as easily accessible to everyone.

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

Staff told us they worked to ensure people’s rights were upheld. Staff said they would challenge any discrimination.

People told us they received care and support, and staff considered their individual needs. People were supported to attend healthcare appointments and visit the hospital when required.

The premises were accessible and well maintained.

Health and social care professionals told us people had access to the right care. A professional said, “They are not a nursing home but, when patients approach the end of their lives or develop additional needs, they work really well with the district nurses, manage expectations brilliantly, and seek support from palliative care appropriately. In the rare situations where they recognise that they cannot meet a resident’s needs, they have always managed this sensitively but appropriately.”

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.

Staff told us they knew people well and they showed an awareness of people’s individual needs, their differences, likes, dislikes and preferences.Staff told us how they supported people to meet their religious and cultural needs. A staff member said, “I know some of the residents do like to follow their religious beliefs and they are supported with this. Also their dietary beliefs.”

The provider had a policy on equity and diversity. People's care plans were person centred and set out aspects of people's characteristics, beliefs and preferences to ensure people's equality characteristics and needs were 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.

Staff told us they were aware of people’s care needs and had access to relevant documentation regarding end of life care. One staff member said, “We do support people on the End-of-Life Pathway, following the Gold Standards Framework. We do End of Life training online to help us understand what is to be done.” Another staff member told us, “I do support someone who is receiving end of life care.”

Relevant documentation regarding care in the final stages of life was available to all staff. Where necessary the service worked closely with the GPs and palliative care team to ensure people had the care, support and treatment they needed.