Tenby 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.

We observed people received personalised care from staff who knew their likes, dislikes and preferences. One person said, “They’re a good lot. They’re okay. If you want something they get it.” Leaders ensured they used external support that provided a personalised approach. A visiting entertainer showed a personalised approach. They spoke with people in a welcoming manner, greeting them and using their names. They introduced themselves to a gentleman they had not met before. They spoke with a person who was unable to communicate verbally, placing their hand on their arm. The person kissed their hand in response. A healthcare professional commented, “Care is clearly tailored to individual people’s needs with staff sensitive to each person’s needs and preferences.”

We asked a staff member what person-centred care meant to them. They responded, “It benefits the person above anything else, nothing more, nothing less. Everything is all about the person, that’s it.”

The provider worked with a range of services to support people’s needs and ensure care was co‑ordinated.

People had access to a range of health and social care professionals and received coordinated care and support. A staff member said, “I will read a person’s profile and check their likes and dislikes. You don’t approach everyone the same. You need to know their background, likes and dislikes, then you know how to care for them.”

A healthcare professional felt staff were attentive and engaged in people’s care. During a recent meeting with the professional, the staff member contributed appropriately where required. Another healthcare professional responded to our request for feedback and said, “I have provided a service at Tenby House for a number of years and have always found the staff members very professional, approachable and supportive for both the residents and me in my work.”

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

There was signage around the home to help people navigate and orientate, and information was supplied in an accessible format. Each person had a communication care plan which provided information and guidance for staff on people’s preferred communication method. For example, 1 person was unable to communicate verbally so staff relied on reading their facial expression. The person might close their eyes and not respond at all, so staff would need to be patient or wait until the person was more receptive.

Adaptive technology included picture communication boards, digital clocks and calendars and talking clocks, as well as smart speakers.

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.

We asked people if they knew how to complain and, if so, whether they would feel listened to? One person simply said, “I’d go and tell them.” Staff told us concerns were recorded and responded to, and people were informed of outcomes. The complaints log we reviewed confirmed this.

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

Tenby House provided a safe, accessible environment for people, including activities to engage them. On Wednesdays, people and staff came together for ‘Butterfly Time’. This is an emotion-focused care model that prioritises emotional wellbeing over physical tasks, with quality staff/people interactions that are meaningful and positive. Games included shuttles and Jenga or reminiscence.

People’s care and support were accessible, timely and in line with legal requirements. Information about people within electronic care plans enabled staff to understand people’s diverse needs, which were catered for. People had access to a range of healthcare professionals and support from external agencies as needed

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.

The provider recognised people’s different needs and ensured care and support were tailored to meet them. Tenby House supported people with a range of needs, including those living with dementia, sensory impairments and physical disabilities. The layout of the home, alongside staff skills and experience, supported people to receive care that met their individual needs.

A healthcare professional told us the home had a calm and comfortable environment which benefited people’s wellbeing, and described staff as providing a good standard of care. This demonstrated people received care that was adapted to their needs and supported positive experiences and outcomes.

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 were supported by staff and healthcare professionals to make decisions about their future plans and end-of-life wishes. Their capacity to make specific decisions had been assessed and many people involved their relatives in their future plans. Care plans documented people’s choices in this regard. Some people had Recommended Summary Plans for Emergency Care and Treatment (ReSPECT). These focused on people’s individual needs and preferences and included advice in an emergency situation where a person may be unable to communicate, such as during cardiac arrest. Plans included whether people wanted to stay at the home as they reached the end of their lives or be admitted to hospital for palliative care.

Staff completed training on end-of-life care. One staff member said, “I’ve had training on this. Saying goodbye, you just don’t know when it might be the last day for them. I help as much as I can.”