Inver House

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 service. This key question has been rated good. 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.

The provider did not always make sure people were at the centre of their care and treatment choices and they did not always work in partnership with people, to decide how to respond to any relevant changes in people’s needs. Care plans were in place detailing how people’s individual needs should be met and were available to all staff. However, we found some gaps and inconsistencies in these and they lacked a high level of person-centred information. The registered manager was aware of this and was working to make the necessary improvements. The electronic system provided prompts to staff to remind them when specific actions may be required such as post falls monitoring although records were inconsistent these had been provided.

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. There were processes in place to ensure continuity of care when people were admitted to Inver House as the registered manager undertook preadmission assessments. A person told us, “The manager visited me at home to do an assessment.” Information about people’s needs could be provided if they required hospital care or moved to alternative care providers. Care staff were consistent and said they had got to know people and received a formal handover at the start of each shift. External health and social care professionals told us they were contacted appropriately should the need arise.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Care records provided information about what people's communication requirements were and any additional equipment such as hearing aids that may be required. The management team told us people or family members were provided with written information about the service and how to complain should the need arise.

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 in place with people and family members provided with information as to how to complain via the service user guide. The electronic visitor recording system provided the opportunity for visitors to comment or raise concerns as they were leaving the building. There was a process to record and investigate concerns and complaints. People and family members all said they felt able to raise issues with staff or the management team.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Discussions with the management team showed they understood how to access specialist health or social care support should this be required. The management team confirmed that staff were available to support hospital appointments if the person was unable to attend on their own and had no family members to support them. People and family members all told us they were able to see a nurse or the GP when required.

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. Care staff had undertaken equality and diversity training.

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. Inver House could provide end of life care where this became appropriate. Care plans included individual information about any specific wishes people may have. We saw external health professionals were contacted appropriately and action taken to provide appropriate symptom management. Staff knew about people’s wishes in respect of the level of emergency care (resuscitation) or hospital admission. Documentation was in place via electronic care plans and original copies were maintained within an office which staff always had access to.