Housing 21 - Rowan Croft

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 the same. This meant people’s needs were met through good organisation and delivery.

This service scored 71 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People experienced person‑centred care that reflected their choices, preferences, and routines.

Staff knew people well and used this knowledge to tailor support to meet people’s needs in a person centred way. One staff member told us, “We go above and beyond, we know them well, we are all chatty people and its very person centred.”

Relatives told us that staff knew people well and used this knowledge to provide consistent, personalised care. One relative said, “They seem to work well together; they all know my mum’s care needs.”

People and their families told us they were actively involved in care planning and ongoing discussions about support. A relative told us, “I have always been involved with her care plan. We have 360° discussions. They have their [name of electronic care management system] and I can check every day who went in, how long they stayed, and what they’ve done.”
 

The provider understood the diverse health and care needs of people and their local communities, ensuring care was joined‑up, flexible and supported choice and continuity.

Care was coordinated and delivered consistently by a stable team who understood people’s routines and needs. One relative told us, “He has a cohort of regular carers and we know them all. There is not a big turnover of staff; a lot have been there a long time.”

Staff worked effectively with external health professionals, such as district nurses and GPs, when concerns were identified. Real‑time electronic records supported staff to keep information updated. One relative told us, “I am involved and they have an electronic system that I have access to and can see what is going on.”

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

People and relatives received clear and accessible information about their care and support.

Relatives told us they could check daily records through the electronic system and felt well informed about changes in people’s health. Housing and care information, including details of available financial support resources, was displayed around the service, which helped ensure people could easily access practical guidance relevant to their needs.

Whilst a system was in place to support people to raise complaints about their care and support, records were not maintained regarding minor concerns, meaning there was limited evidence of how these had been resolved. The manager told us this would be addressed.

Relatives told us that any concerns they had raised were acted upon and dealt with effectively. Staff involved people and relatives in decisions about people’s care. One relative told us, “I am involved; he has a copy of the care plan in his folder and I can access the app and keep a check on what they are doing.”

People had access to newsletters and information shared through regular communication channels.

People had fair and timely access to the care and support they needed. Staff liaised effectively with health and social care professionals to help ensure people’s health and care needs were met. Staff were on site at all times, people and relatives raised no concerns about access to support.

The service was accessible and designed to promote independence. One relative told us, “We have handrails to keep him stable while showering. He wants to be independent for as long as he can.” People had their own flats, and onsite facilities such as a restaurant and hairdressers which were run by external providers which were available for people to use independently or with support.

People experienced positive outcomes and consistent care regardless of their background or needs.

Activities were organised by people themselves, and we heard about opportunities for social engagement through coffee mornings, gardening, arts and community outings. A staff member told us, “I do think it’s a good place to live with activities going on and the social evenings. There’s a group who go out for afternoon tea and it is so nice, it brings life to the place.”

We read and heard examples of how being at the service at improved people’s health, independence and wellbeing.

People were supported to plan their future care. Staff understood the importance of early discussions about people’s changing needs and contacted health professionals promptly when people’s needs changed.

Staff had completed end of life care and the manager told us staff would work with health care professionals at this time to help ensure people’s needs at this important time could be met. The service also had a guest room available for use if people’s relatives needed to stay close by.