Northway House

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 were personalised which gave staff the information they needed to provide person centred care and support. People said they were asked for their views, and staff respected their individual wishes. One visiting relative said the staff always discussed any changes with them and they continued to feel they had an important part to play in their family member’s care.

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 with other professionals to make sure people’s individual needs were met. Staff met weekly with local medical professionals which enabled them to discuss people’s needs, seek advice and ensure appropriate referrals were made to specialist services.

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

People had access to information in line with their communication needs.

Staff had received specialist training in caring for people living with dementia, and further training was planned. The manager was also arranging specialist training with local groups who provided support to people with hearing or sight loss. This would help to ensure staff had the skills needed to effectively communicate with people who had specialist sensory needs.

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.

People and staff felt listened to and said they would be comfortable to raise any concerns. One person told us, “If you need anything you can talk to staff.” Another person commented, “I have no complaints, but it would be OK to complain if I wasn’t happy with something."

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

Staff supported people to access services in line with their individual needs. Staff had received training in equality and diversity which helped them to recognise and address any discrimination people may face.

All indoor communal areas of the home were accessible to people with all levels of mobility, including wheelchair users. Improvements were planned for the garden areas to make sure people could safely access outside spaces.

Staff 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, staff and visitors felt listened to and respected. Throughout our inspection visits we saw people were supported in ways that met their individual needs and preferences.

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 plans contained information about the care and support people would like to receive if they became very unwell. These care plans were personalised and included details of who they wished to be with them at the end of their lives.