Birch Green 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 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.

The registered manager completed thorough and holistic assessments of people before they moved into the home, and care plans took account of people’s choices and preferences. People personalised their bedrooms and the building felt comfortable and homely. Staff spoke about people in a person-centred and respectful way in care notes.

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 tried to make sure that staff teams were consistent and used the same agency staff from 1 agency. Staff had good knowledge about the health needs of people. The managers took timely action if people’s needs changed, which meant support could be increased or reduced as necessary. The managers worked with health and social care partners to make sure people received the correct levels of funding to meet their needs.

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

The provider could adapt information according to people’s communication needs and people had access to information about the service.

There were data protection and GDPR policies. Staff completed training around GDPR and understood that information needed to be stored securely.

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 was a complaints process and the provider established different ways to gain feedback, including surveys and a suggestion box.

A relative said the service is always asking for feedback. Another relative said, “We did have a concern, and the manager listened and changed things around for us.”

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

The building was fully adapted and accessible for people and was designed to be dementia friendly with different pictures, signs and photographs in place. People had the right aids to help their mobility. Managers including maintenance managers were on-call 24 hours a day to make sure that any changes to the environment could be made when needed. Staff supported people to access appointments outside of the home.

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 and leaders understood that people they supported could face discrimination. Staff advocated on behalf of people who were living with dementia, to make sure they could access resources in the community. Staff took account of people’s protected characteristics within their care plans and made sure people with physical disabilities had the right adaptations made. Staff undertook relevant training regarding equality.

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.

There was effective care planning to support people who were at the end of their lives. Staff undertook training to make sure they had the right knowledge and skills in this area. The provider had good links with the local hospice, and the hospice organised informative sessions to support staff. Birch Green Care Home was the preferred place for the local hospital, for people to be supported when at the end of their lives.