Burley 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 under this provider. 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 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 that they were at the centre of their care and were involved in reviews and informed of any updates or changes in their relative’s care. Comments included, “Yes, they know her very well and do their best to reassure them.”

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 were supported to access their local communities. Comments included, “They have some really good plays on [in the community] and the school came in [to visit us]. It was marvellous. They have individual singers, a bass and a soprano. [Name] will take me outside, now weather is better, and my daughter will walk me to the coffee shop on the main road. It makes me feel I am independent and free.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The manager told us they communicated and provided information in a range of formats to ensure information was tailored to meet peoples needs. The manager told us they provided information to advocates and to people who have power of attorney for health and welfare. People told us the home provided information with no concerns.

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 home had information available to allow people to share feedback. The home also had relative meetings and surveys had been sent to people. The survey responses had been collated and analysed with actions taken for improvement. Comments included, “Yes, I have been to a meeting, nothing serious was raised” and “I did a survey about two months ago. I didn’t raise anything.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. People told us they were supported to receive care and treatment. One relative told us they were happy that the nurse had reviewed some information and passed this on the GP for a review. The relative was happy with the attention to detail by the staff.

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. Comments included, “The staff have arranged for someone to come out to give me a new cushion for my wheelchair, I am looking forward to that and getting it. I have assisted technology that I use to ensure I am able to get out and about.”

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 we reviewed were person-centred and detailed. Comments included, “They know my sister has LPA (Lasting Power of Attorney). We have discussed what [relative] wants with [name]. They know we don’t want [relative] to go to hospital, and they know which undertaker we are using and wishes we have. It makes us feel reassured”.