Potters Green

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. People were supported by staff who knew them well and understood what mattered to them. Care plans were person centred and included how people wanted their care to be delivered. People and relatives were involved in care planning to ensure staff responded to people’s changing needs. One relative said, “Yes, we have [seen family member’s care plan].”

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 had individual activity plans and were supported and encouraged to participate in a variety of on and off-site activities.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Staff and leaders ensured people received information which they could access and understand and provide people with support with regard to their communication. Information could be presented in a variety of means such as use of colour contrast between print and paper or reading a document to someone who was sight impaired. The provider had links with organisations which could provide sign language interpreters or translate documents into other languages if needed. Pictures and illustrations were used on noticeboards around the home to make information accessible and easy to understand.

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 complaints procedure, and we saw evidence that complaints raised were taken seriously, acted on and a resolution found. Following a complaint investigation a lessons learnt was completed to look at ways to improve the service and outcomes for people. The provider also engaged people in quality surveys to offer another forum to voice their views and opinions about the service. Relatives told us they were able to discuss their views about the home and the support provided to their family member.

The provider made sure that people could access the care, support and treatment they needed when they needed it. The service had been carefully designed to meet the needs of people. The home had several sitting areas offering quiet space and larger communal spaces. The garden area was accessible and well maintained with wide paths to facilitate people using wheelchairs. Signage throughout the home could be improved to help people navigate around the home. This had been identified prior to our assessment and action was being taken to facilitate this.

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’s desired outcomes were documented in their care plans and staff supported them to achieve them. One person wanted to make a cup of tea independently and had a step by step activity script which guided staff to support this activity. One person was receiving 1:1 support but after a review of their care and observations the management team at Potters Green felt this was not the least restrictive option. This was reviewed with appropriate professionals.

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 in receipt of end of life care were supported in line with their preferences. Staff and leaders involved the hospice at home team for guidance and support and to ensure people were comfortable at this stage of their lives. A visitors’ suite was available for relatives and friends to use which gave them quiet space. Staff were thoughtful and caring towards people’s loved ones and made sure they were offered drinks and meals as well as checking they had emotional support.