Kelstone Court 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.

This is the first assessment for this service since it registered under a new provider.

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 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 staff treated them as individuals and supported them according to their individual needs and preferences.Staff demonstrated a good understanding of people’s support needs and preferences. They understood what person-centred care meant and we observed this in practice during the assessment.
 

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.

People told us they received continuity of care from staff who were familiar with their individual care needs, preferences and daily routines.

Staff were familiar with the personalised care, preferences and daily routines of the people they regularly supported.

External health and social care professionals told us staff working for the provider were familiar with the personalised care, preferences and daily routines of their clients.
 

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

People were provided with information that was presented in a way that was easy for them to understand, for example the menu choices were displayed in a pictorial format as were other signs around the home. This helped people to orientate themselves around the home.

Care plans included details of people’s communication support needs and the steps staff needed to take to support people.
 

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.

People and their relatives told us they would not hesitate to complain if they had concerns, and were confident the provider would act on any concerns. Comments included, “[The registered manager] is approachable, he listens to any concerns” and “The new owners are very approachable.”

The provider acted on any concerns and complaints received and resolved these to the satisfaction of the complainants. Complaints were recorded with details of the action taken.

The provider valued and listened to the views of staff. They said the registered manager was open to suggestions and took their ideas on board.

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

People could access the care, support and treatment they needed when they needed it. People received care and support from staff according to their individual assessed needs and wishes.

Staff understood people had a right to receive equal access to health and care support, regardless of any disabilities.

External health and social care professionals told us the provider made sure people could access the care and support they needed when they needed it.
 

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 understood people had a right to be treated equally and fairly. They understood that people had different religious and cultural needs and how they would support them in these areas.

People’s care plans contained information about their individual wishes and preferences in relation to how their social, cultural and spiritual needs should be met. Training records showed staff received equality and diversity training which helped them to understand discriminatory behaviours and practices.
 

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.

Care records contained details about end of life wishes which included funeral wishes and any religious or cultural considerations to be aware of. Do Not Attempt Cardiopulmonary Resuscitation (DNACPR) forms were in place and signed by the appropriate clinicians.

Staff told us people’s wishes for their end-of-life care, including their spiritual and cultural wishes, were discussed, and recorded in their care plan.