Myford House Nursing & 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 service met people’s needs.

At our last inspection we rated this key question good. At this inspection 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.

People were at the centre of their care and treatment choices and, where possible, they decided their care and support. The provider, in partnership with people, devised detailed care and support plans based on people’s choices and need. These care plans were updated to reflect changes as and when they occurred. One relative told us their family member’s needs kept changing. They felt engaged in the changes and felt the care and support plans reflected the changing needs of their family member. People’s likes, dislikes personal preferences and backgrounds were known by staff.

The service 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’s diverse needs and wishes were identified by the provider and recorded. These were known by the staff supporting them. When it was appropriate these were shared with other healthcare services to promote inclusive care and continuity.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People had their individual communication needs recorded. People’s individual communication styles were known by staff who engaged them in a way which maximised understanding. One relative told us about the individually adapted communication styles of their family member. They said this was known and expanded on by staff who engaged the person to understand how best to communicate with them. Information was available to people in formats they could easily access including large print.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result. All those we spoke with told us they knew how to raise a concern or a compliment. One person told us whenever they feel they have an issue or wish to raise a concern they can talk with any of the staff members. They said they are always reassured by this and everything they have ever raised has been responded to positively. The provider had systems in place to encourage comments, compliments and complaints and had processes in place to respond to people.

The service made sure that people could access the care, support and treatment they needed when they needed it. All those we spoke with told us they were promptly referred to healthcare services and outside support if it was needed free from discrimination.

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. When it was appropriate and needed, the manager and staff advocated on behalf of people to ensure they had access to services that matched their individual care needs. People, and their relatives, were confident to speak with staff and the management team about things which mattered to them, and which could impact on their health and wellbeing.

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 when needed those close to them, were supported to identify their wishes for future care. These were recorded in their personal care and support plans which would move between healthcare providers, if necessary, to ensure their wishes went with them. One relative told us about their family members wishes for their end of life and these wishes were recorded and known by the staff supporting them which gave them confidence these were respected.