Anley Hall Nursing 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.

People received care that was personalised and reflected their individual needs, preferences and routines. People and relatives told us they were involved in decisions about care planning and could influence how support was delivered. People said they had seen their care plans and considered them to be high quality. Relatives confirmed staff consulted them and acted on their views.Staff demonstrated good knowledge of people’s preferences, communication needs and daily routines. Staff tailored their approach to support people, including those living with dementia, in a way which matter to the person. Care plans provided clear guidance for staff. People said staff helped them maintain choice and control, and relatives described care as consistently kind, respectful and person‑centred.

The service provided care in a coordinated way that supported continuity. People told us staff responded quickly when they needed support, and relatives said staff never left people unattended when assistance from more than 1 staff member was required. Staff worked well together, and visiting professionals reported positive collaboration to ensure people’s needs were met. Care plans were routinely reviewed and updated, and staff used this information to ensure consistent support.

The provider ensured people had access to information in ways that met their communication needs. Staff approached people with a good understanding of how they preferred to communicate, and information was available in different formats to support understanding.People told us they knew who to speak to if they had questions about their care, and relatives confirmed staff explained changes in a clear and timely way. Staff shared information about meals, activities and care plans, and relatives said they were kept informed about important decisions in a way which met their communication needs.

The service actively listened to people and encouraged them to share their views. People and relatives confirmed they were asked for feedback regularly, and that the provider used their suggestions to shape improvements. Relatives also described weekly meetings with the manager, which now functioned as supportive group discussions that still encouraged involvement. People told us staff understood their needs and preferences. Staff cared about people’s choices and checked with people about seating, activities and meal options to ensure choices were respected. People told us they would feel comfortable raising concerns, and relatives expressed confidence these would be taken seriously.

People’s access to services, activities and facilities was fair and inclusive. Despite challenges linked to the building’s layout, the provider worked hard to make the environment accessible for people with reduced mobility. Activities were available to all individuals, including one-to-one sessions for those who stayed in their rooms. The registered manager also ensured people living with dementia had access to meaningful engagement, with staff adapting how they delivered activities based on individual histories and preferences. Relatives told us they had seen no discrimination and believed all people were supported equally.

People had positive experiences of care, regardless of their support needs, background or level of independence. Staff treated everyone with dignity and respect, and people consistently described staff as kind, caring and compassionate. People living with dementia were supported sensitively, with staff adapting communication and engagement styles to meet their needs.Relatives reported staff created a welcoming atmosphere and offered emotional support, particularly during difficult times such as end of life. One visitor described how staff provided food, refreshments and comfort to the family, which they “really appreciated.”Observations also showed equitable treatment, with people receiving timely support and reassurance regardless of their dependency level.

People were supported to express their wishes for the future, including preferences for care planning and end of life arrangements. Care plans contained personalised information about people’s aspirations, routines and goals, and relatives confirmed they were invited to contribute.End of life care planning was detailed and respectful. Staff supported people and families sensitively and ensured care reflected people’s preferences. One visitor told us staff discussed end of life wishes with them and recorded all decisions, so all staff were aware. Where people chose not to discuss future planning, the service recorded these wishes clearly and sensitively. Staff cared about ensuring people had a respectful end of life and all gathered in the entrance hall when the undertaker left with the person to show “last respects.”