Southlands Residential Home Limited

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.

People received person centred care, which was designed around their needs and wishes. People’s likes, dislikes, life history and what was important to them was gathered as part of the assessment and care planning process and used to generate individual support plans. People’s daily schedule was based around their choices and how they wanted to spend their time. People were supported to generate and achieve goals.

Staff knew what person-centred care meant and how to ensure this was provided. We observed staff providing care in line with people’s needs and wishes. It was clear staff knew people well and how to respond to their individual needs. We observed good interactions between people and staff; staff were warm and attentive when they engaged with people. The atmosphere in the home was calm and there were enough staff to support people’s needs.

Staff were trained in person-centred care to ensure they had a sound understanding of positive person-centred values and practices which the provider expected them to demonstrate when supporting people. A staff member commented, “We have a resident of the day initiative, so a full review is done once a month. Residents and families complete a welcome pack and life story book, and this ensures we can offer a person-centred approach.”

We asked people if they felt staff were responsive to their needs and if relatives thought the care was person-centred. One person said, “The carers are really good and look after us all very well, if there is anything bothering you there is always someone to talk to or help you. I feel very safe in here; it’s very well organised. If you don't feel well, you need them [staff] to be extra caring and they are-they couldn't be any better. There is nothing too much trouble for them, they are here to make you happy.”

Policies were in place to support person-centred care; these included polices on advocacy, dignity respect and choices, privacy, restrictive practices, safeguarding and equality and human rights. Understanding person-centred care was part of the staff induction process.

All people we spoke with said they knew who to talk to if they felt they had a problem or an issue and would not feel nervous about speaking with any of the staff about any issues they had. People also said they would be happy to discuss anything with the care staff or manager and that they were all very approachable; no-one said they had had to complain about anything whatsoever.

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 knew people well and understood how to support them individually; the registered manager showed a good understanding of how to meet the needs of people living at the home. A relative told us, “[Person] is hard of hearing even though they wear a hearing aid, and one of the carers has taken it upon herself to learn sign language to help [person]. They [staff] go over and above. The people really care, and you just can't teach that. Compassion is a priceless skill and they [staff] have that in abundance.”

There were good working relationships with other health care professionals, and the home supported regular visits from different health professionals.

People received care from the same staff, which provided continuity of care and there was no use of any agency staff.

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

People’s communication preferences were included in their care plans and staff ensured these were followed. People’s care records explained their communication needs and any aids they required to support this. The provider was meeting the requirements of the Accessible Information Standard (AIS). The AIS tells organisations what they have to do to help ensure people with a disability or sensory loss, and in some circumstances, their carers, get information in a way they can understand it. It also says that people should get the support they need in relation to communication.

The provider had up to date policies and procedures in place relating to supporting people’s communication and sensory needs. Staff received training and guidance to help them meet people’s communication needs. A staff member told us, “We provide the necessary help for anyone who needs any communication aids, such as hearing aids or spectacles. Information can be provided in braille, and we can use flash cards, ensuring people can see your face when talking to them.” Different meetings were held with people and relatives which provided an opportunity to voice their opinions on the care provided.

The service user guide and other information, such as how to make a complaint and how to report a safeguarding issue, were provided to people and relatives, and these details were also posted around the home. A compliments and complaints policy and procedure was in place.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care,treatmentand support. Staff involved people in decisions about their care and told them what had changed as a result.

Staff involved people in decisions about their care and told them what had changed as a result. The provider had a variety of ways in which people and relatives could provide feedback. We asked staff how they responded to people’s concerns. A staff member told us, “I would listen to people’s concerns calm and respectfully, reassure them that their views are taken seriously and explain the complaints procedure. I would raise the issue with the appropriate manager and help people to escalate their concerns further, if needed.”

The provider had completed surveys and satisfaction questionnaires with people and relatives and the feedback from these was overwhelmingly positive. Results from the surveys indicated people and relatives were very happy with the care provided, the food was good and the overall atmosphere in the home was ‘like a big family.’ The registered manager had an open-door policy, and people and relatives told us they felt able to speak to them about any issues or concerns and felt confident any matters raised would be addressed.

A wide variety of activities had been provided and were planned for the future. There was a large garden with a 'summer house' for people and relatives to sit in, either during the summer or for some quiet private time. Activity pictures and photographs of a few recent trips and activities which had taken place were posted on walls. During the inspection we observed a live violin carol singing event, and a hairdresser attended weekly. People and relatives told us there were plenty of activities available. A person told us, “Visitors come as often as they want, and my family bring me in anything I need such as new clothes. We do keep fit twice a week and there is always something going on; you can't get bored in here and there are people that I can have a chat to.”

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

The premises were accessible with no physical barriers; appropriate mobility aids, adaptions or signage were used to promote this. There was some dementia signage evident in the home, and the decor was peaceful and calm.

Staff ensured people accessed the care, treatment and support when they needed to and in a way that worked for them; this helped to promote equality, remove barriers or delays and protects people’s rights. Staff ensured people had access to services such as opticians, podiatrists and hairdressing services on a regular basis.

People and families were very confident the provider would arrange for support where this was needed; they felt staff knew their individual likes and dislikes and knew and respected them well. We observed all staff speaking to people using their individual names.

People spoke about getting help if they needed it with washing and getting dressed each day. All people were very clean and well-dressed. A person told us, “I am very independent, but the staff help me dress and shower when I want. I can get up and go to bed when I want, and I choose my own clothes. The staff know all our likes and dislikes, and they come and chat to you and spend time with you; they please you with everything.”

Leaders considered staffing levels and deployment to ensure there were always staff available, and staff had appropriate access to support for emergencies when out of hours.

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 and relatives did not report any concerns about discrimination and were supported with the development of positive relationships with peers. Staff received equality and diversity training and there was an equality diversity policy in place to provide guidance.

People were provided the opportunity to share what was important to them if they chose to. The accommodation did not have any barriers to access and had a positive relaxed atmosphere in all areas. The home was well presented. We saw enough staff were on duty and observed their relationships with people were excellent, with plenty of chatter and laughter. We saw people joined in with activities, during which staff demonstrated an equally loving and supportive approach to each person.

The home had made connections with communities outside the home, for example schools, nurseries and local events. The registered manager told us there was a varied activities programme on offer, with transport available to enable people to make visits outside of the home. For people who do not like to go out we have a summer house which we use for afternoon tea and fish and chip outings.”

The provider complied with legal equality and human rights requirements, including avoiding discrimination, having regard to the needs of people with different protected characteristics and making reasonable adjustments to support equity in experience and outcomes. Care plans identified people’s individual needs, their circumstances, their ongoing care arrangements and expected outcomes.

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’s health conditions were monitored regularly to ensure any deterioration was identified and acted upon; clinical governance meetings identified any themes or trends, such as any weight losses, or deficits in food and fluid intake. People felt their care needs were developed in partnership with them and their relatives. A relative told us, “We have all become an extended family to each other; it’s like one big family and I mean residents and relatives too. If [person ] is unwell, and there has only ever been minor things, she has had a doctor visit in the shortest time and if she was at home that wouldn't happen. I feel very blessed we have this place.”

Where people had chosen to express their wishes for end-of-lifecare, this was identified in their care plans, with detailed instructions for staff to follow. Where people had ‘do not resuscitate’ orders, these were clearly identified in their care plans. A relative told us, “A few years ago they [staff] asked us and [person] about end-of-life preferences/arrangements. We are very happy with his care, and I have recommended it to friends a number of times.”

The registered manager told us how remembrance events were held for people who had passed away, and how this helped other people and staff to grieve about the situation. A remembrance wall was in place. Relatives were invited into the home and were welcome to continue returning for staff support. The registered manager told us, “Families are given questionnaires on admission, with an end-of-life section and this starts a conversation between staff and families regarding the importance of their wishes.