Sandtoft 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.
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.

People consistently told us their needs were met in the way they preferred. One person told us, “All staff are lovely and do their best to meet my needs”, and another said, “I am well looked after and okay.”

Relatives told us they were happy with the care provided. One relative said, “We feel reassured that dad always has staff available to support him, meet his needs and ensure he is safe.”

Staff were knowledgeable about the people they were supporting and the support they required. Care and support were provided when needed. People looked well-dressed, comfortable and in accordance with their preferences.

Some people were cared for in bed, and staff were seen going to check on them regularly to see if they needed anything. Care plans were personalised, and ensured they captured people’s needs, wishes and preferences. Care notes showed care was delivered in accordance with care plans.

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 were referred to health and social care professionals when required. One relative told us, “Staff are responsive and promptly address any issues, for example, pressure area concerns.” People received support from a consistent staff team for continuity. Staff were regularly updated about changes in people’s care and support needs, and information was available to share with relevant health and social care professionals.

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

Care plans included information about how people communicated their needs. We observed staff interacting with people throughout our visit, and they provided information to people in ways they could understand. For example, by using pictorial information to help people make choices and decisions on what they wanted to do.

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 the manager was readily available at the home. They described speaking to the manager regularly and feeling they were approachable.

People and relatives told us they knew how to make a complaint and were comfortable and confident to do this. There was a complaints policy and procedure in place. Any complaints received were responded to appropriately and used to improve and develop the home.

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

People and their families said they faced no barriers in getting the care and treatment they needed, and they felt it was provided promptly.

Staff helped people access other services when needed, including accompanying them to appointments and arranging transport.

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 were aware of the importance of ensuring people were not subject to inequality or discrimination due to their age or health needs. They supported people to receive the appropriate care and treatment by building effective relationships with people, their families and health and social care professionals.

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 and their families were supported to make decisions about the care and support they would like at the end of their lives. Some people did not wish to discuss their preferences, and these wishes were respected. Where people had expressed a preference about their end-of-life choices, these were clearly documented within their care plans.

All staff had completed training to support people approaching their end of life.