Sutton Grange

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.

People’s care plans reflected their physical, mental, emotional and social needs and information was person centred. People and their relatives confirmed they were involved in planning care and making shared decisions when people’s needs changed. A person living at the home said, “I’m included in every decision, I always have been.”

Staff could explain what good person-centred care looked like, and the provider’s information booklet promised, ‘A focus on each unique individual’. However, due to feedback and observations during our inspection, we could not be assured people always received person-centred care. Please see the caring section of this report for details.

The provider understood the diverse health and care needs of older people. Care was joined up and supported choice and continuity.

Staff had access to training in dementia, and other topics specific to the needs of older people. A clinical lead and nursing team was available to offer guidance and support the team to manage the healthcare needs of those with associated conditions.

Managers ensured continuity by using a regular team of bank staff to cover staff absences. Where agency staff were required, the same agency was used wherever possible.

The registered manager spoke about a person who had recently moved onto another service. Staff had identified there was a gap in their care and they required more support than could be offered at Sutton Grange. Staff had worked in a joined-up way with relatives and the new provider to ensure good continuity of care.

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

The provider met the requirements of the Accessible Information Standard (AIS) by identifying, recording and meeting the information and communication needs of people living at the home. Communication assessments had been completed for people, which included details about the specific support people needed to understand written, pictorial or verbal communication.

The provider gave people and their relatives clear and transparent information about the service, including details about contracts and charges. Contracts clearly detailed the provider’s terms and conditions, and information about fees was included in the ‘Paying to live in a care home’ booklet available in the reception.

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 ensured people and their relatives were supported to give feedback and share ideas in a way that met their needs. A quick response (QR) code and forms were available in reception, to enable people and relatives to give feedback about their experience. ‘You said, we did’ posters were displayed, detailing actions taken. For example, organising a summer fair and increasing the frequency of deep cleans to people’s bedrooms. Resident meetings were held, and people were updated about changes made as a result of their feedback or ideas.

People knew how to raise a concern or complaint and felt confident their views would be respected and taken seriously. A person living at the home said, “I’ve never had to make a complaint but if I did, I would speak to staff or [the registered manager]. I’m sure they’d help me.” Information about the complaints process was displayed in the reception, and systems were in place to log complaints and track actions taken.

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

The provider ensured reasonable adjustments had been made to the home to reduce physical barriers. Adaptations such as handrails and specialist baths were in place, and people had access to equipment such as hoists and walking frames.

Adjustments had been made to meet the needs of people living with dementia. The garden was secure and fully enclosed, so it could be accessed independently. Dementia friendly signage and coloured toilet doors helped orientate people.

The provider had appropriate out of hours arrangements in place, to ensure managerial support was available in an emergency.

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.

Staff received training in equality and diversity and information about people’s protected characteristics was available in the service’s ‘Equality, diversity and inclusion policy.’

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 were supported to make informed choices and plan their future care while they had the capacity to do so. ‘Supporting end of life’ care plans detailed people’s wishes and preferences. For those without capacity, advanced care plans were discussed with the GP and people’s relatives.

Staff received palliative care training, and had access to the provider’s webinars; enabling them to deliver personalised, good quality and compassionate end of life care.

Staff worked closely with district nurses and the local hospice to support people during the end of their life. A staff member told us, “[The home] has really close relationships with the hospice, even out of hours, we can ring the ward for advice.”