Bluebell House Residential and Nursing 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

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.

We found the provider delivered person‑centred care, ensuring people were involved in decisions about their support.

Care was planned and adapted in partnership with people to reflect their individual needs and preferences. For example, when one person’s needs changed, they were involved in discussions about moving to a downstairs room to better meet their needs. This meant care was responsive to changes and tailored to support the person’s independence and wellbeing.

Staff provided people with person centred care and knew people well. We observed friendly, person-led interactions where people’s choices were respected.

One relative told us, “It’s a wonderful place, people are very, very nice. All [person] needs are taken care of.” This demonstrated care was personalised and responsive to people’s changing needs, with staff understanding and supporting both their physical and emotional wellbeing in a compassionate and person‑centred way.

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 the provider ensured care was planned and delivered in a coordinated way. Staff worked in partnership with other health and social care professionals to support people’s needs and maintain continuity of care.

Information was shared appropriately, including through handovers in between shifts and care records, which helped ensure staff had up‑to‑date information about people.

People’s care remained consistent, even when their needs changed or when they accessed other services. This meant people received joined‑up care which was responsive and supported their ongoing health and wellbeing.

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

The service demonstrated people were supported to receive information in a way which met their individual communication needs.

People’s communication preferences were clearly documented within their care records, enabling staff to provide information in a personalised and responsive manner.

Information was available in a range of accessible formats across the service.

For example, daily menus were displayed within the dining area and supported by pictorial versions to aid understanding.

Activities were communicated using pictorial formats and were visibly displayed in communal areas, supporting people to make informed choices about their day.

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.

People were supported to be actively involved in decisions about their care and daily lives. Their views and preferences were sought and recorded within care records, enabling staff to deliver care in line with what mattered to them. One relative told us, “We asked for female staff to do personal care, and this is honoured,” which demonstrated which people’s preferences were respected and acted upon in practice.

Relatives told us there were regular opportunities to be involved and kept informed about the service through virtual meetings. They said these were well organised and led effectively, with one relative commenting, “The registered manager handles it very well indeed and we get printed out notes afterwards.” This demonstrated a proactive and inclusive approach to communication, ensuring people and their families were kept informed and able to engage with the service.

Staff demonstrated an understanding of people’s individual communication needs and engaged with them in a way that promoted choice and involvement.

The provider had systems in place to support people to express their views, including the use of accessible information formats such as pictorial menus and activity boards displayed in communal areas. This supported people to understand information and make informed choices about meals, activities and how they spent their time.

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

People were supported to access care, support and treatment in an equitable way. The provider ensured that individual needs and preferences were consistently recognised and responded to.

The provider recognised the needs of people living with dementia and ensured reasonable adjustments were made to reduce barriers. For example, information about meals and activities was displayed in pictorial formats and in clear, accessible ways to support people with memory or cognitive difficulties to understand and make choices.

Staff communicated with people in a calm, reassuring manner and adapted their approach to meet individual needs. This helped ensure people living with dementia were not disadvantaged and could access care and daily opportunities on an equal basis to others.

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 were supported to experience equitable outcomes, with care tailored to meet their individual needs. The provider recognised some people, including those living with dementia, may require additional support to achieve the same outcomes as others and acted to reduce this risk. For example, staff took time to understand each person’s life history, preferences and routines, and used this information to provide consistent, person-centred care that promoted wellbeing.

Staff used reassurance and familiar approaches to support people during periods of distress or confusion, helping them to remain engaged and maintain their independence as far as possible.

This approach helped ensure people experienced positive outcomes and a good quality of life in line with others using the service.

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.

Care records reflected people’s wishes, preferences and any decisions they had made about their future, including how they wanted to be cared for as their needs changed.

Staff understood the importance of these discussions and supported people, and where appropriate their relatives, to express their views.

For people living with dementia, care plans were regularly reviewed and updated to reflect changes in their condition, helping to ensure future care remained appropriate, consistent and in line with their known wishes.