St Anne's Nursing 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. At our last assessment we rated this key question good. At this assessment 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.

People told us they and their families were involved in any decisions about their care as well as scheduled reviews of care plans.

Care plans we saw showed a person-centred approach, where the person was at the forefront. Individualities were included in all areas of the care plan and detailed people’s preferences in how care was given.

As well as general information, care plans also included specific information about how conditions/medications affected people individually. Plans included details of social and wellbeing needs alongside personal and health care. Communication needs were also detailed.

Our observations of staff interacting with people demonstrated a person-centred approach and adaptations in staff approaches depending upon who they were supporting to best suit the individual.

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.

St Anne’s had good relationships with community healthcare teams and commissioners. A partner agency told us, “Reviews show that St Anne’s is delivering care in line with the care plans.”

Staff were present and engaged at MDT meetings, which helped ensure appropriate care provision. Such meetings were also vital when there was a transfer between services such as following an unplanned hospital admission or prior to a planned one.

St Anne’s worked with partners in physiotherapy, mental health teams, falls teams, tissue viability nurses and various others as needed.

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

The service had a clear data protection policy. This ensured people’s data and personal information was stored securely and shared only with those that consent had been provided for, or those who had legal authority to view.

Staff we spoke to understand the importance of data privacy and working procedures ensured this was protected.

Information was shared with people in a variety of formats to best suit their needs – this included verbally where this was most appropriate. There were regular resident meetings, which included relatives, where key information was shared. Emails were also sent to keep people and their relatives up to date.

Communication needs were well recorded in care plans to ensure information was provided in the most suitable way to each person.

A person told us, “Yes, they do [provide information] and it is in a way that I can 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.

There were a variety of ways people were invited to give feedback. Suggestion boxes were available throughout the home and surveys were sent out periodically. There were also regular meetings for people and their families to share feedback and suggestions. The activity team also met with people and families quarterly to review what could be improved or what people particularly enjoyed ensuring activities offered were what people wanted.

Action taken as a result of people’s feedback was shared and displayed throughout the home as well as being shared directly with people.

In addition to these more formal methods people were encouraged to raise concerns and provide feedback directly with staff as issues arose. People told us they felt comfortable to do this and that they were listened to.

There was a complaints policy in place which ensured timely responses and recorded actions and outcomes. These were recorded on a digital system which helped ensure any investigation or response was progressing within policy timeframes. This system also allowed for senior staff oversight.

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

St Anne’s ensured that people were able to receive treatment they needed regardless of their individual needs. Many healthcare professionals visited people at their home, but people were also supported to attend external appointments where this was needed.

All people had access to the communal lounges and garden. Those who were less mobile were supported to move around to these areas as they desired. Activities took place on all floors of the home to ensure those who preferred not to move to other spaces were still able to join in.

Partner agencies told us they were welcomed to support people living at St Anne’s and that the service was flexible to ensure needs were met.

Fire evacuation procedures accounted for individual mobility and communication needs to ensure everyone was safe in case of the need to evacuate.

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.

Staff undertook equality and diversity training to help understand how to recognise and prevent inequality. Staff we spoke to showed understanding of barriers to equal treatment and how this could be prevented. For example, by ensuring communication needs were not just recorded but also that approaches were adapted to suit individuals, promoting inclusion. We observed staff adapting their communication styles and how they responded to people, to fit best with their needs.

There was an equality and diversity policy in place. Senior staff members had a good understanding of the Equality Act 2010 and the protected characteristics within.

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.

Care plans included consideration for future needs. This accounted for both improvement in conditions as well as possible declining health. People were included in this planning with their views and desired outcomes at the forefront.

End of life plans were discussed and included in scheduled care plan reviews to ensure any changes were recorded. For those who did not wish to discuss end of life plans, this was respected, recorded and followed up alongside care plan reviews. Relevant other parties such as relatives were also involved where people consented or where they have a legal authority to make such decisions on a person’s behalf.