Melbourne 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 under the new provider. This key question has been rated Good. This meant people’s needs were met through good organisation and delivery.

We have not awarded this service a score for Responsive.

Find out about when we will not publish a key question score and what we look at when we assess Responsive.

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 records we reviewed showed a highly person-centred approach, with people and their relatives being involved in the care planning process. Information included how either through verbal or non-verbal means people were able to refuse or give consent for specific decisions. Staff we spoke with understood people well and could explain how individuals preferred to be approached. People and their relatives felt confident staff were responsive to their needs and showed genuine kindness and understanding. One relative told us, “Staff are smiley and approachable. I would not change a thing.” Another relative told us, “There is a lovely, homely atmosphere in the service. Staff genuinely care for the residents.”

Individual slings were provided for people who require the use of a hoist, ensuring safe and person-centred moving and handling practices. Peoples’ preferences, cultural needs, and religious requirements were clearly documented, alongside their likes and dislikes.

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.

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 good skin integrity.

People’s care and treatment was effective, due to their care and communication needs being clearly documented and regularly reviewed. People’s care plans were kept up to date with important information from external health teams, to ensure people received wrap around care. Staff understood how to react if people experienced a change in their condition or required ongoing monitoring of an existing health need.

People's individual needs were being met by the adaption, design and decoration of the premises. Signage throughout the service was supportive for people living with dementia. The environment was clean and well maintained and the providers had significantly invested in ongoing refurbishment.

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

Support plans and records met people’s requirements for meaningful communication and decision-making. Records were available for staff to enable positive communication with people about their choices when they did not use verbal communication. For example, using objects of reference, signs, or visual aids.

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

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 registered manager explained the various methods by which they sought feedback from people and relatives. These included regular resident and relatives’ meetings, questionnaires, and by operating an open-door policy, allowing people and relatives to speak with them when required. This ensured people were supported to give feedback on their care and share ideas for improvements.

Where any complaints had been raised by people or their relatives, we saw the registered manager had responded promptly and investigated their concerns. A written response was shared with people and their relatives, and the service used these quality concerns to drive improvements across the service.

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

People were supported with access to external teams when required and encouraged to maintain relationships with those who were important to them. We saw family and friends of people were made welcome by the staff team. People and their relatives we spoke with gave positive feedback about the relationships they had made with the staff.

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 and their relatives were positive about the activity provision in place at the service. The activities coordinator showed energy and enthusiasm during our visit. People and their relatives told us there was plenty on offer for 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 care plans were detailed, regarding their spirituality and communication of end of life wishes. The plans contained information on supporting access to a place of worship or a visiting faith lead if required.

Staff we spoke with showed skill, 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. Where people had an advanced decision in place regarding the end of their life, these were clear, for staff to ensure peoples wishes were respected.