Cavell Park Care 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.

This is the first assessment for this newly registered service. This key question has been rated 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.

Each person had a care plan which detailed information about their background, history, social, physical and mental health needs. People and their representatives were involved in planning their care and reviewing the care provided. Care plans provided information for staff on how to meet people’s individual needs including how to support them maintain their physical health, personal hygiene, oral and dental care. Care plans explored ways to meet people’s individual needs in a person-centred way. Staff had completed training in dementia and person-centred care. They told us they understood people’s routines and worked with them in a flexible way to meet their 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 received care that met their needs. People told us staff were responsive to their needs. One person said, “I tell them when I wish to go to bed, when I want to get up. They know my routines now and they help me.” A relative mentioned, “[Loved one] is able to let the staff know what they want and how they want wants things to be done. The staff do things for them the way they want.”

Staff worked with other healthcare professionals and services to meet people’s holistic needs. People’s care was designed to meet their individual needs. Staff involved professionals to develop care plans tailored to people’s needs. The community mental health team had been involved for one person. Daily care notes showed staff knew people’s needs and supported them according to their needs and preferences.

People were engaged in activities to occupy them. One person told us, “We have weekly activities which we can attend, and we have a new activity coordinator so it should get better.” A relative mentioned, “There is a range of activities that loved one can join in if they wish. They love coming down to chat with others and for coffee and cakes.”

On both days of our visits there were activities taking place in small groups and one-to-one in people’s rooms. We observed a performance by an external entertainer. People, their visitors and staff joined in. People were interested and participated well. The atmosphere was cheerful and upbeat. After the entertainment people spent time together chatting and socialising. Visiting relatives told us they were welcomed at the service, and they were given the space and time they needed with their relatives.

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

People’s communication needs were identified through care planning. This included people’s needs with regards to their hearing, sight and speech and how they preferred information presented and shared with them. There were signs around the home written in braille for people with visual impairments. Information such as service user guides were written in large prints and easy read formats. The registered manager told us that if people required information in different language, they could make them available in these formats.
 

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 had a complaint policy and procedure which people and their relatives knew about. One person told us, “I have not made any complaints, but I would speak to the manager if I needed to.” Another person mentioned, “Yes, I did have to complain to the registered manager. The problem was addressed and I’m happy with the outcome.”

The service encouraged people to give their feedback and share their concerns about the service. At the reception, there were forms to make a complaint and to leave feedback about the service. The registered manager told us they were interested to know what people thought about the service and if they had any concerns so they could address them immediately.

Records of complaints made about the service. The registered manager and nominated person had addressed them following the provider’s procedure. Each complaint had been investigated and responded to. Lessons learnt were discussed and shared with staff as part of improving service quality.
 

The provider made sure that people could access the care, support and treatment they needed when they needed it. There were processes in place to ensure people had equal access to the home and services provided. The registered manager explained they admitted people to the home based on their care needs and considered if the home could meet them.

Care plans stated people’s needs clearly including any adjustments needed to meet their needs. There were adapted facilities and equipment such as grab rails in the toilets and adapted bathrooms to support people with physical challenges appropriately. There was good signage around the home to help people find their way around easily and make it more dementia friendly.

Staff had completed training in equality and diversity. Staff told us they treated people individually and provided care and treatment to them based on their individual needs. Staff told us they kept the environment clutter free to ensure it was safe for people to walk freely.

The home was a purpose-built care home with the needs of people in mind. There were adequate facilities in the home to accommodate people and their visitors including relaxation rooms, library, quiet rooms, and spaces for prayers and reflections.

Professionals we contacted told us the staff team and the members of the management team were proactive and responsive. They could contact the home anytime and their queries would be responded to. Staff knew the procedures to follow in an emergency.
 

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.

The service encouraged people to give their feedback and share their concerns about the service. Monthly resident meetings took place where people could voice their complaints and concerns about the service. One person told us, “I go along to the resident’s meetings every month and I can speak up about concerns I may have.” The service gave people and their relatives the chance to express their views about the care and services they received through their care review process.

Staff recognised and respected people’s social status, religious and cultural backgrounds. Where people preferred to have their personal care done by same gender of staff, this was respected. Some people preferred to be addressed by their titles and some people wanted to take part in religious services and celebrations. Staff listened to people and supported them accordingly. Religious and cultural events were celebrated in the home.

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 had advanced care plans in place which stated their end of life wishes and their Do Not Attempt Cardiopulmonary Resuscitation (DNACPR) status and staff were aware of these plans. Staff had completed training in end-of-life care. The service had contacts with other services specialised in providing end-of-life care. The registered manager told us they work closely with people, their relatives and professionals to ensure people’s needs were met. They also provided emotional support to families and ensured people’s lives were celebrated.