Park 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.

At our last assessment we rated this key question requires improvement. At this assessment, this key question has changed to good. This meant people’s needs were met through good organisation and delivery.

The provider was previously in breach of the legal regulation in relation to person centredcare. Improvements were found at this assessment and the provider was no longer in breach of this regulation.

This service scored 64 (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 them how to respond to any relevant changes in people’s needs.

People and their relatives told us they were supported to remain independent where they could be. One person said, “I try to be independent and do as much as I can myself, like helping with my washing, what I wear and planning where I go.” Another person said, “They leave me to it and I can be as independent as I like.”

People felt their surroundings enabled them to feel comfortable and they had been able to personalise their own spaces. One person said, “I’ve got a lovely room and all my old nicknacks around me. They look after me well.”

Where care plans lacked detailed information on a person’s life history and preferences, we found the management team had plans in place to ensure this important information was captured. The activity co-ordinators were working to engage with relatives where a person may struggle to communicate their wishes and feelings. The ongoing refurbishment was ensuring that people's individual needs were being met by the adaption, design and decoration of the premises. The management team had purchased new bed linens and curtains, and people were being supported to choose their colour schemes within their bedrooms.

The provider understood the diverse health and care needs of people and their local communities. This meant care was joined-up, flexible and supported choice and continuity.

The management team understood the diverse health and care needs of people and the local community, so care was joined-up, flexible and supported choice and continuity.

The service worked well with external health and social care partners. We saw prompt referrals had been made to support people who may need specialist equipment for managing falls or to support good skin integrity.

The provider did not always supply appropriate and up-to-date information in formats that were tailored to individual needs.

Support plans and records required some improvement to ensure they met people’s requirements for meaningful communication and decision-making. For example, records for staff to enable positive communication with people about their choices when they did not use verbal communication needed improvement. For example, by the use of objects of reference, sign language, or visual aids. The lunch menus were provided in word format, but there were no pictorial guides in place, to assist people who may struggle to understand and communicate their choices.

Care plans detailed people’s individual communication needs, such as glasses or hearing aids. The service produced literature for people in different font sizes to assist in sharing information for people.

The provider was aware they needed to improve the methods available for people to share feedback and ideas about their care, treatment and support.

Only 1 person we spoke with could recall raising a complaint, about lack of personal care by night staff. This had still not been resolved to their satisfaction. We shared their concerns with the management team to further address.

Nobody we spoke with was aware of any relatives’ or residents’ meetings being held. One person said, “I’m not aware of any meetings with others here.” Another person said, “I’ve been to a couple of meetings when the activity staff run it. A relative told us, “I’m not aware of any relative’s gatherings.” Whilst another relative said, “I’ve never heard of any family meetings to hear news or ideas.” We spoke with the management team, who advised they had plans for regular formal meetings to take place in the coming months. They had been focusing on the required improvements from the last assessment and engagement was part of their plan moving forwards.

Where people and their relatives had raised concerns or complaints, we saw this was recorded by the management team, and appropriate actions had been taken to resolve or investigate these.

The management team ensured people could access the care, support and treatment they needed, when they needed it. Staff and leaders listened to information about people who were most likely to experience inequality in experience or outcomes.

People were supported to maintain relationships with those who were important to them. Although some relatives felt communication with them could be improved. We saw family and friends of people were able to visit when they wished and were made welcome by the staff team.

One person said, “My folks come in to visit at any time that suits them.” Another person said, “It’s free visiting times for my relatives.”

Relatives told us they were made welcome, and had been asked to respect protected mealtimes, where people may need extra support from staff. This was clearly communicated on the notice boards. One relative told us, “We come to suit us, and I come to sit with my family member at lunchtime to help.”

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.

The feedback given to us from people and their relatives indicated the service could improve their activity provision to ensure this was tailored to each person’s needs.

People were supported to access their community, understand voting and be part of activities. However, the feedback given to us on activities was mixed. Some people enjoyed participating in a daily activity. The new activity coordinator was particularly popular; with their singing talents and the positive effect it had for people being evident during an afternoon singing session. For some people, who were cared for in bed throughout the day, there was evidently a wish by them for more regular one-to-one time with staff. one person gave positive feedback on activities, and said, “I like to do the chair exercises to music. Bingo is good or we might do a lucky dip with a prize.”

Religious needs were being met with a regular visit from local clergy or from a resident’s own church. One person said, “Once a month, I think it is, a priest comes in and I do private communion and then have a discussion, as I’m a Roman Catholic.”

One relative told us they felt there could be improvement in activity provision. They also said. “My family member is in bed all the time and doesn’t get anyone do an activity or just chat which is a shame. They read the newspaper and poems and would love to talk about the latest news.”

Another relative was more positive about the activities available for their family member. They told us, “The new activity co-ordinator sings a lot, and my family member loves it. They like the musical chair exercise too. My family member used to play guitar and sing in a gospel choir. Their own church will come in and do some singing with them, as well as the visiting clergy who comes to the home.”

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 care plans were detailed regarding their spirituality and communication of end of life wishes. Information in people’s care plans regarding their advanced wishes, funeral plans and religious beliefs was clear.

Staff we spoke with showed understanding, compassion and empathy regarding caring for people at the end of their lives.

If people did not wish to discuss their end of life wishes, we saw processes had been established for what to do in an emergency medical situation.