Aston Manor EMI 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 requires improvement. At this assessment the rating has changed to 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.

Staff knew people well and adapted support to reflect their preferences and routines. Families were contacted monthly to enquire if they would like to participate in their relatives’ care plan reviews. During our visit we observed staff supporting people to participate in activities that were meaningful to them including games and conversations.

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.We found prompt action had been taken when people’s needs had changed, appropriate referrals had been made to ensure people had access to services that could support them. People told us the service acted quickly to support their needs. A relative told us, “The GP is called promptly when needed and I’m told”.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People’s care plans detailed their communication needs and the support they required; all plans were reviewed regularly. Staff told us about how they supported people in formats that were tailored for their individual needs. Comments from staff included, “We have pictures to describe foods, brushing teeth and having a wash” and “For singing and dancing we have printouts in large print”.

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. One staff member told us, “[Names] family wanted bed rails and did not understand best interest and without assessment, we spoke about that and explained”.

People and relatives told us they felt listened to and included in decision making Comments included, “We don’t live near enough to visit regularly but we are kept up to date with any changes” and “We have been involved with the care plan".

The provider made sure that people could access the care, support and treatment they needed when they needed it.The environment was adapted with accessible aids, including accessible bathrooms, and was suitable for wheelchair users. The service also ensured people were made aware of their rightsand provided people with information on how to raise a complaint about their care.

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 treated everyone fairly and with respect regardless of background and involved other professionals when needed. Staff received equality, diversity and inclusion training.

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.At the time of our assessment no one was receiving support at the end of their life.