Montagu 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 the provider met people’s needs. This is the first assessment for this newly registered service. This key question has been rated good. This meant people’s needs were met through good organisation and delivery.

This service scored 79 (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. Members of staff provided care which was good quality and person-centred. People’s rooms were personalised to their own tastes and people were supported to make choices throughout the day. People were at the heart of the work of members of staff. A member of staff told us, “I ensure care is person-centred by listening to people’s wishes, preferences and goals. I used a person-centred approach to gather information about people such as their past work life, hobbies or interests and likes or 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 provider involved people and their families in developing care which promoted choice and continuity. Local community groups were involved in the care home and people were supported to have access to a wide range of interests. For example, a weekly ‘knit and natter’ club had been developed as a way for the people to show off their amazing work and to socialise together. People wanted to meet up and knit and crochet together. The activity group created a strong social group and helped to improve motor control and built movement back up and minimised the effects of limited movement. People enjoyed reminiscing and telling stories from their childhood which helped people improve their mental wellbeing.

The provider supplied appropriate, accurate and up-to-date information in formats tailored to individual needs. Information was well-displayed around the care home. There were brochures about care and support throughout the home. The provider had worked with people to make personalised Christmas cards which people would be able to send to their families and loved ones. A member of staff said, “We believe in personalised activities, so we set up a Christmas photo shoot to make custom Christmas cards for the people to send home to their family. This allows them to have their own personal card with their photo on to send out to loved ones as well as starting to get the people in the Christmas spirt! People will be able to write their messages on the cards before they are sent out.”

The provider was exceptional at enabling people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff always involved people in decisions about their care and told them what had changed as a result. We saw evidence of regular meetings with people so they were able to provide feedback about their experiences of living in the care home. People were involved in reviewing food options and making suggestions about menu planning. As a direct result of listening to people’s feedback, the provider had made changes which included the provision of a full weekly menu planner displayed in each person’s room. Notes and actions from meetings with people were written up and actions captured. Progress on the actions and changes were followed up and discussed at subsequent meetings. The culture developed and implemented by the registered manager and the management team supported active engagement of people in running the home and suggesting changes and improvements. When we asked people if there were any improvements which could be made in the care home, 1 person told us, “Well, we had a meeting yesterday and there were different things put forward. I said I think we could do with more stews.” A member of staff told us they ensure effective communication with people, “I actively listen and observe for non-verbal communication, facial expressions and people’s body language. If people had communication difficulties, I would use simple language and speak slowly and clearly.”

The provider made sure people could access the care, support and treatment they needed when they needed it. People’s human rights were protected and the provider had policies in place which ensured equality was supported and diversity was embraced. People’s care plans included personal preferences and information about their cultural and religious 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 were supported to share and achieve their goals and enjoy positive outcomes. The provider met people’s needs based on their individual preferences and enhanced their quality of life and well-being. The provider told us about how they supported people to celebrate different cultures by recognising National Bollywood Day. People took part in Bollywood dances and the catering team set up a ‘pop-up’ Indian-style restaurant which served curry, samosas, onion bhajis and naan bread. This enabled people to experience different cultures and promoted movement and social interaction.

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 had end of life care plans which detailed the care and support they wanted and needed to make them comfortable. ReSPECT forms were in place in people’s care plans. The Recommended Summary Plan for Emergency Care and Treatment (ReSPECT) form is a summary of personalised recommendations for a person’s care in an emergency in which they are not able to make decisions or to express wishes.