Malvern 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 – 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.

Care plans were detailed, reviewed regularly and updated to reflect people’s current needs. Decision-making conversations were held between people, their families, and staff, ensuring care remained person-centred and aligned with what mattered most to the individual. These discussions helped create a shared understanding of people’s priorities and preferences. Relatives told us, “I believe carers are monitoring the situation very well; they are keeping me informed” and “We get told when our relative is having an appointment, usually medical, and get feedback from the meeting.”

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 were supported by a consistent and experienced core team of staff. The service had a long-standing staff group which promoted continuity of care and helped build trusting relationships with people. Relatives told us, “The staff are all very caring. It has been a very consistent staff base, so they know my relative. The senior staff have been here all the time my relative has lived here, which is reassuring.” Staff worked collaboratively with external professionals and community services to provide continuity of care and promote choice. We saw evidence of integrated working, such as timely referrals, access to community groups and shared decision-making with healthcare professionals.

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

People were provided with information in formats that met their individual communication needs.

Staff ensured accessibility by requesting easy-read documents when required and used alternative communication methods. The registered manager told us, “We request easy-read documents if needed, and we have staff who speak native languages.”

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 encouraged to share feedback, ideas, and raise concerns about their care, treatment, and support. The service made this process easy and accessible through regular residents’ meetings and open communications with staff and managers. Staff involved people and their families in decisions about their care and explained what had changed as a result of their input. Comments included, “If there has been anything that I have not understood about my relative’s care then I have always been able to see and ask the staff for clarification, they don’t hide anything.” We saw evidence feedback led to tangible improvements, such as the purchase of a new television, sofas, and carpets to enhance the living environment.

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

The service worked collaboratively with external agencies and community organisations to promote access for all, including those who might otherwise experience barriers. Staff acted promptly to safeguard people’s health and wellbeing by contacting emergency services when required. Records confirmed urgent referrals were made without delay and escalation procedures were clearly understood and followed. Staff told us they felt confident raising concerns and seeking support. Comments included, “Yes, I feel able to report anything that comes up to the managers.”

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 and leaders demonstrated a strong commitment to promoting equality and inclusion. They actively sought and listened to information about people who were most likely to experience inequality in their care or outcomes. This included considering factors such as disability, cultural background, and communication needs. Leaders used this insight to inform service planning, while staff tailored care, support, and treatment to meet individual needs and reduce disparities.

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.

Staff and leaders worked proactively to ensure people received compassionate, well-coordinated end-of-life care. The service liaised closely with families to involve them in planning and decision-making, in line with each person’s wishes. The registered manager told us, “If we see a decline in someone’s health that isn’t improving, we get family involved where applicable and we would plan depending on the person’s wishes.” People and their loved ones valued the support provided. Comments included, “I wanted to let you know that I was immensely impressed by the way you handled the whole situation with [person]. The care that you and your team took of [person] and selflessly looked after [person] until they passed.”