St Mary's Continuing Care

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 71 (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 and encouraged to make choices and decisions, in partnership with the service. The staff knew how to respond to any relevant changes in people’s needs. As highlighted throughout this assessment some care records were not reflective of current information based on the person, however, staff knew people well. One persons loved one told us, “I receive regular updates on my loved ones care and I can't thank the staff enough they work really hard when my loved one was unwell and had to go to hospital a member of staff accompanied and stayed with them for nearly two days I was kept updated”.

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 understood people's needs and were able to access relevant training tin relation to people’s health and social care needs. Professionals who provided feedback, reported they experienced good working relationships with staff.

The provider supplied appropriate, accurate and up-to-date information in formats tailored to individual needs. There was information displayed around the service in different formats, such as pictorial format. This included minutes information for relatives, any mealtime changes, staff break times for people to see and planned activities. For people who found it difficult to understand we observed staff communicate with people menu choices and activities for that day to ensure they were inclusive and understood the choices available.

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 felt listened to and we observed peoples bedrooms being locked at their choice or decorated how they wanted it. We observed people being asked where they wished to sit when coming into the communal rooms. Regular residents’ meetings were held where people could give their views on the service and the care they received. In addition, the service had a survey where people, visitors and staff could leave their feedback. We saw people and their loved ones had been invited to discuss a recent service user survey.

The provider made sure people could access the care, support, and treatment they needed when they needed it. People had access both within and around the building which meant it was safe and accessible. People had access to a lift if required and there were adapted bathrooms. People all had an ensuite bathroom within their room.

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. However, as discussed in this assessment some care plans, we reviewed did not contain current information relevant to some people needs. People and their loved ones felt they were consulted and one people and their loved ones told us, “I am fully involved in the care plan and it is reviewed and updated if there are any changes we are encouraged to give our feedback and have completed surveys I have given my opinion and my loved one enjoys the trips out and enjoys music tribute bands”.

People were not always 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. We saw some care plans lacked person centred or individualised end of life details for people who were approaching end of life.