Boughton Manor 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.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.

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’s care was planned in an individualised way and regularly reviewed. Care plans detailed people’s preferences and backgrounds to enable staff to support them in a personalised way. Staff explained how they developed these plans when people might not be able to verbalise themselves, “In the case of advanced dementia or non-verbal residents, then we speak to their family. We find out what they were like as a person, what their wants and wishes were when they were able to communicate them.”

All relatives we spoke with said they were fully informed about care plans and any changes in treatment or medical interventions. For example, they explained, “I am consulted on all aspects of [Persons] care and the manager and other staff are responsive,” and “I do engage in regular care plan reviews.”

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.

We saw prompt referrals had been made to support people with their identified needs and people benefited from a regular, stable staff team who knew them well.

A healthcare professional told us, “They know a lot about their residents when spoken to, and all of the staff I have had contact with are lovely and professional.”

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

We saw lots of relevant information on display for staff, people and visitors. The registered manager described to us how they and the staff team provided information to people in a way they would be able to understand it.

The registered manager understood their duties under the Accessible Information Standard (AIS) and made sure alternative formats were available, such as flash cards and whiteboards. We saw examples of how communications had been printed in large print to enable the reader to understand.

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.

The provider had a comprehensive complaints policy in place, and we saw this had been followed when complaints had been raised. Complaints were responded to in a timely manner and where necessary involved relevant professionals such as social workers. Informal meetings were also held to address and resolve any concerns. There was a suggestion box in the foyer for feedback and surveys had been sent to relatives to provide their feedback. Relative meetings were held regularly to enable people to suggest ideas.

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

We saw evidence of, and relatives confirmed, management and staff making and supporting with appropriate and timely healthcare appointments.

People were supported to maintain relationships with those who were important to them. We saw family and friends of people were able to visit when they wished and were made welcome by the staff team.

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

Care plans were written without prejudice, and staff understood the importance of supporting people without discrimination. Staff said, “We support people with diverse needs by respecting their beliefs, creating inclusive care plans, using interpreters as needed and regularly reviewing care for inclusivity,” and “We promote equal access to resources, opportunities and support systems.”

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.

People had care plans in place and relevant paperwork, such as ReSPECT forms, which document what personalised recommendations should be taken in emergencies. However, we did feedback to the registered manager that people’s end of life care plans could have more detail, they accepted and acted on this feedback.