Salisbury House Residential 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.

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.

The provider was committed to delivering bespoke care and support to people. People and their family members were involved in developing their care and support plans wherever possible. People’s needs, choices and preferences were identified and recorded in their plans of care. One member of staff commented, “The residents are my second family, and we do the best we can for them.” A relative confirmed, “I do believe that the staff look after my cousin very well.”

An ‘About Me’ document was formulated with both people and their families which included information about people's personal history, individual preferences and interests. This enabled staff to get to know and understand people on a personal level which helped them to deliver more personalised care and support.

An external health care professional confirmed, “The staff care for the residents impeccably and consistently demonstrate kindness, dignity and respect. They appear to know each resident well and are attentive to their individual needs.”

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 had access and were supported by staff to attend appointments with other services when required, such as GPs and hospitals. A visiting external health professional told us, “Whenever we require anything in regards to tests/appointments, they [Staff] are always extremely organised.”

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

Information was available in different formats where this was required, this included easy read formats, other languages, and other alternative formats to ensure full accessibility.

For example, the provider had developed pictorial aids to help staff communicate with a person whose first language was not English. Staff had also learnt words and phrases in the person’s native language which had a positive impact on the person as they were able to more effectively make their needs known.

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 family members were given opportunities to express their views and be involved in the care provided. Family members told us they felt involved and that their views and opinions mattered. One told us, “There are residents’ meetings if you want to participate.” Another relative explained, “If there was a problem, I would feel okay in letting the staff or manager know.”

Any complaints received were reviewed by the provider and treated as an opportunity to learn and further improve the standards of care and support.

Information about external advocacy services was available should people require access to independent advice and support.

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

People’s care records evidenced people accessed support from external professionals when required. Staff adapted their support accordingly when people’s needs had changed. An external visiting professional told us, “They [Staff] run a tight ship when it comes to the care home ward round and appropriately gather relevant information to be able to allow me to do my role well in a good timeframe. They [Staff] action my requests for monitoring/observations etc. They are knowledgeable about their residents.”

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.

Any reasonable adjustments were made and action taken to remove barriers where people found it hard or challenging to use or access services. Where required, staff acted as an advocate to other health professionals for people who wanted additional support.

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 provider supported both people and their families, including when their loved ones require end-of-life care. The home had appointed an ‘End-of-Life Champion’ who acted as a source of support and knowledge for people and staff.

People’s care plans and choices were personal, compassionate, and communicated. People’s final wishes were respected and enabled by staff to ensure people were treated with dignity, respect and compassion.