Anna S Proctor 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 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 contained details of the support people needed and how they wanted this to be delivered. This meant people received personalised support based on their assessed choices and needs. One person told us, “I can do what I want.”

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. One healthcare partner said, “Staff are responsive and caring, they know their patients very well and always seek medical review appropriately.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Where people had difficulties in communicating staff tried a range of methods to help them make their voices heard. A relative said, “Staff always keep [named person] engaged.”

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. Where issues had been raised records showed that action was taken, and relatives told us they were confident people’s feedback would be acted on.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Staff successfully advocated for people to access a wide range of external services and support, including day centres and holidays.

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 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. Systems were in place to ensure people’s wishes around future care were respected.