Roseside

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 requires improvement. At this assessment the rating has changed to 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.

Staff we spoke with were knowledgeable people’s needs and the day to day care they required. People’s care plans contained person-centred information personalised to the care and support needs and preferences of each individual.

People told us they had choices over their care and support. Comments from people included, “Yes, I can stay in bed late and things, and I have my routine that I stick too” and " I can have a lie in, and I wash myself and things."

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.

Processes were in place to help ensure all aspects of people’s care was integrated and co-ordinated. People’s care plans were audited and reviewed, to help ensure information they contained was accurate, person centred and up to date.

People’s care plans were updated in line with any advice and guidance provided by other health and social care professionals, to help ensure people received appropriate care and treatment. An external visiting professional told us, “Staff were knowledgeable of the patient I had come to review and were able to provide evidence on request, care plans were in place and physical health documented accordingly."

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

People’s care plans contained information and guidance for staff on how best to communicate with people in a way they truly understood and which aligned to the Accessible Information Standard. For example, for one person who could not communicate verbally, their care plan contained guidance for staff on how to read their body language and how to communicate with the person using visual aids and picture cards. Written material was also available in easy read format should people require it.

People’s personal information was kept confidential and stored in line with data protection legislation.

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 used a variety of ways to enable people to feedback about their care and support. Written questionnaires were used, and various meetings were held to help people encourage and express their thoughts. A weekly coffee morning event was also held, this provided people with the opportunity to provide feedback and have a say in a more informal and relaxed setting. The event was also something staff enjoyed as it allowed them to sit and have a chat with people over coffee and a slice of cake. People were also encouraged to get involved with the running of the coffee morning to help boost their independence and confidence.

One person acted as an ambassador for the home. Their role was to listen to people and help put forward their ideas and thoughts in having a say in how the home was run.

The provider also held meetings for people’s relatives to enable them to have their say about their loved one’s care and support.

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

Where people required care and support from external agencies and partners, for example, GP’s and dieticians, the provider recognised this need and ensured people had access to these services.

Both the GP and the community matron visited the home on a regular basis to help ensure people had access to the care they needed and to ensure their care needs were reviewed.

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.

Despite any limitations people may have had, the provider ensured people were able to access the support they needed.

The provider enjoyed positive relationships with various external primary care professional who visited the home on a regular basis. As a direct result of this positive working relationship, admissions into hospital had been prevented for people, as staff had worked alongside professionals to care for people at the home.

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’s care plans recorded people’s advanced wishes and/or end of life wishes. People’s values and wishes were recognised and considered to help capture decisions about their end-of-life care. This is particularly important for people with a Do Not Attempt Cardiopulmonary Resuscitation (DNA CPR) order in place and/or people living with a life limiting condition to help ensure people had a pain free, sensitive and dignified death.