Forrester Court

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 told us they were happy with the care they received and staff knew them well. A person told us, “There are lots of activities; birthday celebrations, out in the garden, dancing and more.” People’s representatives said, “It was lovely that for [Name]’s birthday they made a personalised cake and we, as a family, were able to celebrate at the care home in a special room. They had even decorated it” and, “[Name] does yoga and I join in with activities as well.”

Care plans were person centred and reflected people’s preferences, life histories and wishes. Our observations, together with information in people’s care plans, confirmed that staff respected people’s individual needs and wishes.

Some people had 1-1 support at the times of day appropriate to them and staff used charts to assess and identify potential triggers that could cause heightened emotions, such as distress or anxiety. Care staff who provided 1-1 support, had specific and active roles for supporting people in accordance with their individual needs.

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 effectively with health and social care professionals. Various health and social care professionals visited the home on a regular basis, to review, discuss and respond to people’s requests and care needs.

Staff followed a standard process throughout the home, in relation to welcoming and helping people who moved to the home settle in, as well as keeping their families informed. This was an effective process and a person told us, “It was so welcoming after my hospital stay.”

The home had a unit which enabled people to be discharged from hospital, whilst having their ongoing needs assessed in a more relaxed and personalised manner. This helped people establish the most appropriate place for their next move. It was also an effective example of collaborative partnership with the wider community, by reducing people’s length of stay in hospital and supporting integrated health and social care working.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. For example, we saw a book in a person’s room, with pictures and words in both English and their native language. This helped staff, who did not speak the person’s native language, engage better with the person.

Another person understood English, but no longer always remembered how to speak it. Staff had cue cards in that person’s native language. The person’s relative had helped with doing this, because it was a specific dialect.

There were dementia-friendly signs throughout the home, with words and pictures to indicate different areas, such as bathrooms and dining rooms.

People told us they had information about the care and support they received. A person’s representative told us, “We have a copy of [Name]’s care plan, although it is being updated at the moment.”

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.

For example, we saw the hair salon had photos on the wall where people living in the home had modelled the various hairstyle options. This was done as a result of talking to and listening to the opinions of people living in the home.

People and their representatives told us they had been given a copy of the complaints procedure and made comments such as, “I’ve made a few complaints about minor issues, but they have always been resolved,” “There is really good communication with the staff and the office” and, “We’ve never had anything to complain about.”

People also confirmed that there were regular meetings and they were kept fully informed of everything going on in the home. A person told us, “The communication is very good. If there is anything, they let me know.”

Staff, people living in the home and their representatives told us that the new coffee shop had been developed as a result of their comments and ideas being listened to.

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

People were supported to access external healthcare resources when they needed, as well as having regular visits to the home from people such as the GP, dentist, optician and physiotherapist. A person living in the home had been supported to receive appropriate ear care, even though the GP no longer provided this.

People’s care plans also contained evidence of regular appointments with healthcare professionals. A GP visited twice a week to see people whom nursing staff had identified as needing a visit. The GP told us they had no concerns about the home and also accepted calls from staff at the weekends, if they needed advice.

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

The provider had an equality and diversity policy and procedure in place and staff had received training to understand this.

People’s diverse needs and wishes were assessed, documented and respected. People told us they were supported to continue with things they enjoyed doing, regardless of their age or any disability. For example, a person told us how they had recently taken part in the finals of an annual pan-disability dance competition, using their walking frame.

Other people told us they loved music and dancing and said the staff often danced with them. Another person told us they had once been a ballet dancer and gave a short performance. The people we met with were happy with their living arrangements and were very complementary about the staff. A person told us, “This is my home now. I don’t have to organise anything.”

The activity team was building a relationship with a local nursery school and some of the people living in the home had begun visiting the nursery. There was a book group, Tai Chi and other simple exercise groups. Some people living in the home also engaged in virtual reality experiences. Staff also told us that the home had an allotment in the neighbouring community garden, so some people could enjoy participating in gardening activities.

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 cared for and supported well at the end of their lives. Staff were compassionate and made sure family members were made welcome and also supported as much as they needed.

Staff worked closely with palliative care teams to make sure people’s needs and wishes were respected. Nursing and care staff had completed relevant training to ensure they knew how to provide dignified, comfortable and pain free care whenever possible.

A member of staff told us, “I feel very sad that some people don’t have anyone else. We are the only family they have. That’s why I always make sure people have someone with them, if they want, to give them comfort and reassurance when their life is near the end.”