Sid Bailey 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. This is the first assessment for this service. This key question has been rated good. This meant people’s needs were met through good organisation and delivery.

This service scored 79 (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 was exceptional at making 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 were actively involved in their care and the service was creative in engaging and empowering people and their relatives. People received care and support which was consistently high quality and placed them at the heart of their care. People were supported by staff who were extremely knowledgeable about their individual needs and choices and consistently respected them. People told us they receive excellent care that was designed to meet their individual needs. One relative said, “Staff listen to me and take on board everything I say.” Another relative said, “The staff are wonderful. They keep me fully informed about [family member] when I visit, and they listen to me if I raise anything. [Family member] often has pain in their shoulder and can feel down, but the staff and I know that it is a fine line balance giving [family member] pain killers as they can upset her, so they do their best to comfort her.”

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 and leaders involved people and their families in their care and promoted choice and continuity. Staff and leaders worked alongside local community groups, involving them in the home as well as supporting people to have access to a wide range of interests.

The provider was exceptional at developing appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Staff and leaders were open and honest with people and relatives and ensured they had access to all the information they required. For example, information in the main reception area showed how many staff should be working as any one time. This was updated regularly to ensure it was current. People and relatives were kept informed about upcoming events and when meetings were scheduled to take place. Information was available in different formats and staff and leaders took time to help people understand information presented to them. People and relatives told us they had access to their care planning documentation and were fully involved. One relative said, “They [staff] gave me lots of information. [Staff member] pointed some things out and asked me to read it. I can access it online if I wish to.” Another relative said, “I have a very informative information pack.” Another relative said, “Information about the home is clear and easy to understand.”

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. Staff and leaders gave people, relatives and visitors to the home, every opportunity to raise complaints and comments about the service. People felt listened to and taken seriously. People were positive that action would be taken if required. One relative said, “Lines of communication are excellent; I can’t fault them. It puts my mind at rest that my [family member] is being well looked after and that I am fully informed about [family member’s] situation at all times.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. Staff and leaders knew people well and understood their individual aspirations and desires. People’s human rights were protected and the provider had procedures in place regarding equality and diversity. People’s care plans included personal preferences and information about their cultural and religious needs.

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. People’s human rights were protected and the provider had procedures in place regarding equality and diversity. People were supported to achieve their goals and enjoy positive outcomes. Staff and leaders constantly met people’s needs based on their individual preferences, enhancing their quality of life and well-being. One person who was in receipt of end of life care, had a desire to go and order from a menu in a restaurant. Staff facilitated a group of the person’s friends living at the home to accompany them and they enjoyed a meal out. This enabled the person to meet their outcome.

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 relatives were supported in a kind and compassionate way. Staff understood people’s likes and dislikes and promoted people’s choices. The staff team facilitated a person receiving end of life care to go into the garden. Having been cared for in bed for some time the person said, “I have loved it, nice to have bit of sun on my face."