Springhill 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. 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.

People had care plans and told us they felt staff tailored their support around their needs. One relative told us, "We, as a family, couldn't ask for better people to care for our family member. They are caring, kind and supportive.”

Most people’s care plans reflected their physical, mental, emotional and social needs, preferences and positive risk taking. However, some care plans held information that needed updating to reflect people’s current needs. The management team took action to ensure all care plans were reviewed and reflected people’s current support needs.

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 registered manager told us when using agency staff they sought to employ the same staff members. This promoted a continuity of care for people.

Management welcomed health and social care professionals into the care home. They consulted with health professionals weekly to discuss new and ongoing health concerns.

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

People were supported in a way that met their individual communication needs. Staff supported people to communicate by ensuring they had time and space to consider the information and respond at their own pace.

Care records contained guidance on how best to communicate with individuals, so their individual needs were met. One person said, “Plenty of information is available to me and the staff spend time explaining things to me. Whether it is now or the plans for the future. I have not been here long, but the staff try to keep me updated on what is happening.” A second person commented, “Because of meetings and general chats we have I am well informed.”

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.

Management held ‘meet the manager’ meetings where information was shared and questions could be asked. One person told us, “Yes, we have meetings. They [management] talk about future events, the food, complaints. You can say what you like.”

People and relatives knew how to raise a concern or complaint but not everyone said they had seen the complaints policy. One person told us, “I have not complained, but I would see [member of management] if I had a complaint.”

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

The premises were accessible with signage to promote people’s independence. Ramps and a lift were in place to support people who had mobility challenges and mobility aids had been installed in bathrooms.

Records showed referrals to specialist services such as district nurses, doctors and mental health teams were completed promptly where there was a change in people’s needs or advice and guidance was required.

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. One relative shared with the management team, ‘We are happy in the knowledge that each of you have helped make [loved one] feel listened to and seen.’

Policies and procedures promoted equality, diversity and inclusion and we saw people were supported in a way that upheld their rights and preferences and valued people’s individuality. Staff adapted their approach and interactions with people to gain their views and promote positive outcomes. Care records showed people accessed specialist services when required to meet their physical, emotional and spiritual needs.

People were given exceptional support to plan for important life changes, so they could make informed decisions about their future, including at the end of their life.

Where people had shared their end of life wishes, these were documented and known by staff. This included DNACPRs. DNACPR stands for ‘Do not attempt cardiopulmonary resuscitation (CPR).’ It means if a person had a cardiac arrest or dies suddenly, there will be guidance on what action should or shouldn’t be taken by a healthcare professional, including not performing CPR on the person.

Regarding end-of-life care, a staff member said, “When people are passing away, staff play gentle soothing music and stay with the person. It’s a right nice touch.” The registered manager confirmed, “If the family are not able to be there, we take turns to sit with the person. We make sure no-one goes through the dying process alone.” The deputy manager had supported a family member to move to the local area so they could regularly visit their loved one in the home.

Written feedback from relatives included, ‘[Family member] felt settled, safe and well cared for in her final days and we will always be grateful that [family member] came to live and pass away to heavenly glory in such an amazing place.’ And ‘Being allowed to stay with staff sensitive to our needs, was the greatest gift you could have afforded us.’ Plus, ‘It was so calm and peaceful at the end. So happy I was there with her, holding her hand.’

Indicating staff had created a warm and reassuring environment one person told us, “I hope I will be staying here to be cared for because I know that I will have the best at the end.”