Sleaford Hall Care 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 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 registered manager 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’s care needs and how they wished to be supported were discussed with them, or when they were unable to express their views, their relatives. Changes in care needs were discussed with people and agreed changes to support were put in place, such as the use of mobility aids or referrals for specialist care.

Care documentation included detailed information to guide staff on how to support people in line with their needs, risks, routines and preferences, including their preference regarding the gender of staff who supported them. Staff were familiar with people’s needs, abilities and how they liked to be supported. They could describe people’s preferences and routines.

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’s care needs, including any changes, were discussed with them or their relatives regularly. When there was a change in people’s needs, such as their mobility or dietary requirements, joint decisions were made about how to manage the changes. Referrals were made to community agencies when people needed specialist support. This meant people received joined up care which met their needs and helped maintain their safety and wellbeing.

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

People’s care documentation included detailed information about their communication needs to help guide staff on how to support them effectively.

The provider’s information, such as the service user guide and policies, were available in a variety of formats, such as large print and braille. This helped to ensure information was available to people in a format they could 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.

People’s care needs were discussed with them regularly and they were involved in any decisions about their care, including any changes. When people were unable to express their views, their relatives were consulted to ensure any decisions made were in their best interests.

The provider had a variety of processes for people and relatives to provide feedback about the care provided at the service, including satisfaction surveys, meetings and reviews. People and relatives found the registered manager approachable. A relative told us, “Residents and relatives can air issues at open meetings and minutes show that when there are concerns or suggestions, they are always acted upon.”

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

People and relatives felt the care provided by staff reflected what people needed. They told us people received support when they needed it.

People’s care needs were monitored. When people’s needs changed or their condition deteriorated, the registered manager ensured their level of support was reviewed and any necessary changes implemented. Community health and social care agencies were contacted when specialist support when needed to meet people’s needs.

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 care needs were discussed with them or their relatives, so their support could be tailored to their individual needs. People and relatives were happy with the support provided which they felt reflected people’s needs and wishes. A relative told us, “I visit every other day, and I could not be happier with the staff and all the carers.”

People and relatives’ views were sought through satisfaction surveys and during regular meetings. The most recent feedback from a survey showed that most respondents were either ‘very happy’ or ‘happy’ with the care provided. Records showed that where feedback from surveys or meetings highlighted shortfalls or areas for improvement, actions were taken by the registered manager and provider to address them.

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’s end of life care needs and wishes were discussed with them, to ensure the care they received at the end of their life reflected what they wanted. Care documentation included detailed information about their end of life wishes, including resuscitation, hospital admission and who should be involved in any decision making.