Longacre Care Home Limited

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 unchanged. 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 was exceptional at making 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.

Care records reflected a person-centred approach. They included detailed information about people`s background, preferences and how they wished to be supported to ensure care was tailored to meet their needs. People were consulted when changes in their needs, were identified and where appropriate, family members were included in these discussions. The provider respected people`s religious preferences and supported them to access this service in line with their wishes.

Staff demonstrated an understanding of person-centred care principles. A staff member told us, “It’s caring for someone based on their personal preferences, cultures, choices, what they want rather than an institutional type of care where everyone gets the same.”

We observed person centred care in practice and people were supported in a way that respected their preferences. For example, people who chose to have lunch in their bedrooms were supported in a way that respected their preferences. Desserts were offered separately via a trolley once people had finished their main course.

We received feedback from an ambulance crew member who attended the service, who said they “have never made a special effort to send an email of this nature before” and “felt compelled to send compliments”, in which they highlighted the efficiency of the service in enabling a timely hospital transfer and praised staff for their “fantastic, kind and supportive” manner towards people. And concluded by saying, “As a paramedic I hold myself to an extremely high standard and expect the same of other care settings, so can offer no greater compliment than to say your home is excellent.”

The provider also considered people's religious preferences and people were supported to access this service in line with their wishes.

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 a range of community healthcare services. We saw examples of effective joined up working with specialist services. The provider had fostered positive long standing working relationships with community-based professionals and where possible, the same clinicians attended. This helped ensure continuity of care as professionals were familiar with people's individual needs and preferences.

The provider supplied accurate, up-to-date information in formats tailored to individual needs. Menus and newsletters were adopted, including large print and visual aids, and pictorial menu cards were being introduced for those unable to communicate verbally. Staff understood and supported people's communication preferences. The provider gave an example of how they supported people with communications needs by using fink cards. Fink cards are prompt based conversation cards to help people and healthcare professionals discuss and plan end of life care. The approach involved presenting a card with a question or statement and allowing the person time to reflect before responding, with staff sitting quietly to support engagement. This method proved effective in enabling a person, living with dementia to participate in decisions about their future care.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Concerns and complaints were managed promptly and effectively, with actions taken and learning used to improve the service. People and staff felt listened to and understood how to raise complaints. Staff understood the importance of listening to people and responding to their concerns in a supportive way. A staff member told us, “I’ve never had anyone complain to me. If you get a little complaint, like my sandwich wasn’t right, apologise, and ask how they would like it in future”.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Records showed that appropriate referrals had been made to primary and specialist healthcare services and that professional advice had been sought and incorporated into people's care plans. People were supported to attend routine healthcare appointments, helping to promote equitable access to services. Records demonstrated staff and, where appropriate, relatives were involved in planning and supporting people to attend their appointments.

There was evidence of ongoing consultation with healthcare professionals to ensure that people's care remained responsive to their changing needs; supported continuity of care and enabled informed clinical decision making to improve health outcomes.

Staff and leaders actively sought and listened to information about people who may be more likely to experience inequality in their care, experience or outcomes.

Staff had received training in equality and diversity and demonstrated the importance of embracing differences and supporting people in a non-discriminatory way. Staff showed awareness of the additional vulnerabilities associated with caring for this group of people. They were sensitive to people's experiences and adapted their approach to provide appropriate support. Care plans reflected this with clear and personalised guidance for staff on how to approach and care for people.

The provider promoted inclusion by recognising and celebrating different cultures and religious events. A staff member told us, “We celebrate Diwali here and lay on an Indian feast. Staff dress in saris. We had some Indian music playing and Indian staff showed how they danced. People made Diwali lights with the activities staff. We always try and celebrate something here”. Recognising and celebrating cultural and religious events helps people to feel valued, respected and included and supports their emotional well-being and sense of identity.

The provider prioritised planning for the future, enabling people to make informed decisions about their end-of-life care. Discussions began at admission and personalised care plans reflected people's wishes, preferences and religious needs. Staff were trained in end-of-life care and used appropriate tools and legal frameworks, to support communication, documentation and decision-making.

We saw an example of a person who was beginning to receive end of life care. Anticipatory care was evident, including coordinating with the GP, referrals to specialist services, appropriate equipment and access to symptom management medications. This timely planning and access to appropriate medication aimed to ensure comfort, reduce distress and avoid unnecessary delays in care.

People and their relatives were confident that they would receive appropriate and compassionate care at the end of their life. A relative told us, “We’ve been talking about that. I’m sure they’ll do all she wants and more.”