Pennington Court

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 choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. Care and support was person-centred. We observed members of staff were caring and interacted positively with people. We saw evidence in people’s care plans regarding their life history. We spent time talking to people and they showed us their rooms. Rooms were decorated how they wanted them with pictures and personal items.

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’s needs were clearly identified in their care plans and there were good links with health and care services.

The provider had a proactive and positive culture of safety, based on openness and honesty. Staff listened to concerns about safety and investigated and reported safety events. Lessons were learnt to continually identify and embed good practice. There was a learning culture in the care home. Staff were aware of procedures to follow to report and record incidents. We saw that accidents and incidents were reviewed and analysed to identify themes and trends. Feedback to the staff team was provided through team meetings and discussions.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Relatives knew who to contact if they needed to make a complaint about the service. All relatives said the staff listened and responded to any concerns raised.

The provider had a proactive and positive culture of safety, based on openness and honesty. Staff listened to concerns about safety and investigated and reported safety events. Lessons were learnt to continually identify and embed good practice. There was a learning culture in the care home. Staff were aware of procedures to follow to report and record incidents. We saw that accidents and incidents were reviewed and analysed to identify themes and trends. Feedback to the staff team was provided through team meetings and discussions.

The provider made sure that people could access the care, support and treatment they needed when they needed it. However, one relative told us communication could be improved to ensure they were informed promptly when changes occurred. They said, “I have no concerns about the care and support [relative] receives, I am really, really happy with that. [Relative] has a good quality of life. However, in the past I have not always been informed of hospital admissions, although this is improving.” Another relative said, “It's brilliant now and [relative] is well looked after.”

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.Summary Plan for Emergency Care and Treatment (ReSPECT) forms were included in care plans, but they did not always reflect people's wishes or show that individuals had been involved in discussions about their emergency or end-of-life care. Although the use of these forms had been recommended, there was often a lack of evidence that people's preferences were documented or that they had participated in conversations about what they wanted to happen in the event of a medical emergency or at the end of their life.