Abode

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 stayed the same.

This meant people’s needs were not always met.

This service scored 61 (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 did not always make sure people were at the centre of their care and treatment choices and they did not always work in partnership with people, to decide how to respond to any relevant changes in people’s needs.

People received care that met their basic needs; however, care was not always planned and delivered in a way that fully reflected their individual preferences and choices. Care records lacked sufficient detail to demonstrate how people’s personal interests, goals, and wishes were consistently considered.

Daily notes were largely task-focused and provided limited information about people's experiences, wellbeing, or outcomes. Activity records frequently stated, "Almost everyone" had taken part, with little detail about individual participation or preferences. Activities were limited and did not consistently reflect people's personal interests or hobbies.

Choice was also limited in some areas of daily living, including decisions about when people got up and went to bed. People were not always actively involved in care planning. One person told us, "I think my family arranged my care when I came in and I am not really involved."

The provider had some systems in place to support person-centred care, but these were not consistently embedded in practice.

There were some shortfalls in how the provider understood the diverse health and care needs of people and their local communities, so care was not always joined-up, flexible or supportive of choice and continuity.

Recommendations from visiting health professionals were not always implemented. For example, a piece of equipment was still in use that had been recommended to be removed, putting a person at risk of avoidable harm of injury. The provider removed this on the day of inspection.

The provider did not always supply appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

Information was provided in ways that met people's communication needs. Staff used picture cards to support people whose first language was not English, helping them to understand and express their wishes.

Some relatives felt they were not always updated proactively about changes in their family member's care and often needed to request information. People were also not always aware of the care plans in place, preferring staff to manage these on their behalf.

Staff had received General Data Protection Regulation (GDPR) training. Although some records were not stored securely on the first day of the assessment, prompt action was taken by the provider to ensure records were stored in line with GDPR requirements.

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 relatives were able to raise concerns. However, relatives and people felt actions to address concerns were often slow. Staff said they felt they were able to raise concerns with management to investigate.

Resident surveys had been completed, and these were mostly positive. However, a theme of lack of activities was evident throughout. We saw evidence of actions taken from resident’s feedback, for example new chairs requested for the lounge and these had been purchased.

The provider did not always make sure that people could access the care, support and treatment they needed when they needed it.

Staff demonstrated an understanding of people's individual needs and made adjustments to support positive outcomes. However, access to the outdoor area was not fully accessible, as an uneven surface at the exit posed a potential trip hazard and may have limited independent access for some people. The handrail was also not fit for purpose further decreasing people’s opportunities to assess outside space unsupported. This was also found on the last assessment and had not yet been addressed. One relative said, “If the outside was tidied up the residents could use the outdoor space and have some activities outside the home.”

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 supported people to access care in a way that promoted equality and inclusion. Communication tools were available for people whose first language was not English, helping them to communicate effectively and be involved in decisions about their care.

Staff demonstrated an understanding of people's individual needs and made adjustments to support positive outcomes. However, access to the outdoor area was not fully accessible, as an uneven surface at the exit posed a potential trip hazard and may have limited independent access for some people.

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.

The service supported people to plan for their future wishes and preferences. We saw evidence end-of-life preferences were recorded within care plans, helping to ensure people’s choices were known and respected.

Where appropriate, people had advance care plans in place, and records showed these had been discussed with individuals and, where consent had been given, their families. This helped to ensure important decisions were understood and reflected people's wishes for future care and support.