Sloe Hill Residential 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 newly registered service. This key question has been rated good. This meant people’s needs were met through good organisation and delivery.

People and their relatives felt care and support provided was person centred.

People’s care plans included information about support, health and social needs. People had access to services.

People and relatives were positive about the sharing of information. This included communication and listening and involving people. There were opportunities for meetings for people to attend. Relative meetings were currently informal and during care plan reviews.

People received equity in access and experiences and were given the same opportunities.

People were supported to plan for the future. End of life care plans were in place to help ensure people were supported appropriately and well at the end of their lives.

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 felt their needs were met in a way they liked. A person said, “I like it here, they look after me.” Relatives all told us they were happy with the care provided. A relative said, “The staff have gone out of their way to get to know who [person] was in their younger days and the care they receive is personal. Nothing is too much trouble.” Another relative said, “My [person] had previously experienced respite care at [number] other care homes, and I can confidently say that Sloe Hill is by far the best care home they have been in.”

Staff told us they felt they provided person centred care. We spoke with staff, and they were knowledgeable about the people they were supporting and the support they required. A member of the management team told us they were carrying out spot checks and supervision of staff to help ensure they worked in person centred way.

Care and support were provided when needed. People looked well dressed, comfortable and in accordance with their preferences. For example, wearing a tie or make up. Some people had chosen to remain in bed, but staff were going to check on them regularly to see if they needed anything.

Care plans were personalised and ensure they captured people’s needs, wishes and preferences. There was a clear record of people’s goals and the approach to be followed for staff to help people achieve these.

People with varied care needs were living at the service. Staff worked with visiting health and social care professionals to ensure this support met their needs.

A visiting healthcare professional stated there was access to health and social care professionals appropriately. Our observations found this to be accurate.

People told us they had access to information as they needed it. Relatives were also positive about communication from the home. A relative said, “The manager has always kept me informed of any concerns, addressing these promptly; phoning me at home if required. I feel comfortable raising any concerns with the manager and staff, knowing they will be handled professionally and with care.” Another relative said, “I am always kept updated about my [person’s] well-being and any changes within the home. I truly appreciate this level of communication.”

The management team told us information was readily available and provided through meetings and handovers.

There were resident meetings. There were plans to introduce relative meetings as the number of people in the home was increasing. Relatives were in regular contact with staff as part of people’s care plan development and reviews.

People told us they felt they could speak up or make a complaint. Relatives told us they were involved and listened to. A relative said, “There is always a happy welcome from the staff whenever we visit and without exception, we would feel comfortable approaching any of them should the need ever arise.”

Complaints were investigated, with an outcome recorded. Complainant’s satisfaction checks were completed.

Staff told us people were able to speak up and had opportunities to share their views. A staff member said, “We are taught to give time according to the resident’s needs. Listen to them and allow them to make choices.”

We saw there was a record of residents’ meetings. These covered subjects including meals and activities.

People and relatives told us they received the care, support and medical support when needed.

The management team advised the systems in place in the home helped ensure they had an overview of care and support people received. This gave them assurances everyone had the support needed and opportunities, for example access to health and support services, care and social engagement and activities, were available to everyone.

A visiting healthcare professional told us, “The care staff are honest, not afraid to ask for advice and signposting, or to raise health concerns, and it is evident that they want to provide the best care. When care plans have been put in place, the staff do refer to these for guidance and escalate health concerns to the appropriate health professionals without delay. From what I observe the care staff maintain good relationships with the resident's families and significant people, keeping them updated with any concerns and accommodating visiting etc and the needs of the families.”

There were systems in place to ensure people had access to external health and social care professionals, including out of hours or in an emergency.

People with a variety of needs, backgrounds and cultures were supported by the home. They told us they felt supported. A relative said, “A clean, homely and comfortable environment, run by a happy, caring and professional team.”

Staff told us people were treated equally and as individuals.

The provider had policies in place to ensure people were treated equally. There were opportunities for people to give feedback about their care and support.

People had discussed their preferences about their end of life care with staff when they wished to. People receiving end of life care were comfortable and had the support they needed.

Staff were able to explain what good end of life care looked like. They were able to describe people’s preferences and needs. A staff member said, “We were chatting to [person], even when they stopped responding, playing their music, keeping them comfortable.”

Another staff member said, “Sloe hill is a part of Foxholes which is accredited for Gold Standard Framework (GSF). We have all received GSF training, and it is a focus study all the time where we share our experiences. In my experience, majority of the deaths happen in the night. During this period most families need a lot of support. We not only look after the resident in keeping them comfortable but also their families with a lot of compassion. Our manager is always at hand to stay with us for extra support. We have extra staff support whenever required.” The ‘Gold standard framework (GSF)’ is an end of life care improvement programme.

Care plans included end of life care plans. There was a record of any Do Not Attempt Cardiopulmonary Resuscitation (DNACPR). The approach was supported by a visiting health professional to ensure care would be tailored to individual wishes.

Care records reviewed showed staff were attentive to all aspects of care at the end of a person’s life ensuring care and medical needs were met as well as their emotional needs.