Bluebell Manor

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 previous inspection, we rated this key question good. At this inspection, the rating has remained 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.

Staff used personalised approaches to help people maintain choice, control and independence in their daily lives. People were supported to pursue hobbies and interests and take part in activities that reflected their skills, preferences and life experiences. Staff also recognised and celebrated occasions that were important to people. A relative told us, “When it was her birthday, they arranged a little party for her which we didn't know they were doing. She had a birthday cake at afternoon tea, non-alcoholic drinks and it was lovely and they put up pictures in the lounge of her.”

People were supported to maintain relationships with family and friends, who were able to visit the home and remain involved in their lives and care where appropriate.

The provider had a clear understanding of people’s health and care needs and worked with local services to ensure care was joined up, consistent and responsive.

Effective communication systems were in place, including staff handovers and staff meetings. These supported the sharing of information, enabled staff to respond to changes in people's needs and helped promote continuity of care.

People and relatives told us there was continuity amongst many of the day staff, which helped staff get to know people and their preferences. Some people and relatives said there was less consistency amongst evening and night staff, including the use of agency staff. The registered manager told us when agency staff were needed, permanent staff were always on duty alongside them. Regular agency staff were used to promote familiarity for people.

The provider gave people and those important to them information in ways they could understand. Records showed the service met the Accessible Information Standard.

Care plans detailed people's communication needs and how information should be shared with them. Information could be provided in different formats, including easy-read formats, to support people's understanding and involvement in decisions about their care and support.

The provider had systems in place to listen to and involve people, relatives and others in the development of the service.

The provider sought feedback through meetings and surveys, which gave people and their relatives opportunities to share their views and contribute to service improvements. Information was shared through a "You Said, We Did" approach, demonstrating how feedback had been acted upon.

There had been no formal complaints received. We identified an opportunity to strengthen oversight of concerns raised informally and to ensure these were recorded. This would help identify any recurring trends or themes and demonstrate how feedback had been used to drive improvements within the service.

People and most relatives spoke positively about how concerns and complaints were managed. A person said, “I know who to speak to if I have a complaint. If there is a problem, it gets resolved.” However, a small amount of feedback indicated some relatives did not always feel comfortable raising concerns or felt issues raised had not been fully resolved.

The provider also listened to and involved people by giving them opportunities to participate in aspects of staff recruitment.

The provider ensured people were supported to access the care and support they needed.

People had regular access to health and social care professionals, and staff sought advice when needs changed.

The home’s internal environment was accessible and included communal areas and outdoor spaces, enabling people with different needs and abilities to make use of the home’s facilities and participate in daily life. People had opportunities to access the wider community; however, a small amount of feedback suggested the steep driveway could make this more difficult and that further opportunities for community outings would be appreciated. Staff told us taxis were arranged to support people to access the community when needed.

Staff and leaders listened to information about people who might be at greater risk of poor outcomes and adapted care to reduce this.

People were supported to access opportunities and experiences that reflected their interests, abilities and choices. For example, people were supported to maintain hobbies such as gardening, knitting, birdwatching and activities linked to their life experiences and interests.

Staff recognised the importance of maintaining relationships and connections that mattered to people. Family and friends were able to visit, and people were supported to remain in contact with those important to them.

We read examples of personalised support that had resulted in positive outcomes for people. A health and social care professional told us people spoke positively to them about staff, the food, having choices and opportunities to take part in activities and access the gardens.

A small amount of feedback from relatives suggested further opportunities for community access and meaningful social engagement could enhance people’s wellbeing and quality of life.

People were supported to plan for important life changes, including their wishes for future and end-of-life care.

Staff worked with people and those important to them to ensure their wishes, choices and preferences were understood, respected and recorded.

A chaplain from the local church told us they supported people and their families through prayer and spiritual support when people were approaching the end of their lives. They said, “The home recognises the importance of spiritual and emotional support at such a significant and often very difficult time.”