Hamilton Rest Home

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• 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 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.

Assessments and care plans were in place. Information was personalised and included a ‘This is me’ pen picture. Following our visits we were told the About Me/life-history information has now been reviewed and expanded to include people’s previous occupations, family history, interests and relevant lived experiences where this information is known and the person wishes to share.

We observed positive interactions between people, their relatives, and staff. Staff were polite, friendly, and appeared to have a good understanding of people’s needs and their likes and dislikes. One person relative told us, “They [staff] are great, everybody is really good and we have a laugh and joke with [person], he likes them. They are welcoming to me too.”

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.

Staff told us they worked closely with healthcare professionals, people, and their families to make sure people received care and support that met their needs.

Staff said they were kept informed about changes in people’s needs through daily handovers and updates on the electronic care planning system. Staff also received ongoing training to help them use the new system and keep records accurate, up to date, and relevant to people’s changing needs.

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

The provider was aware of the Accessible Information Standards. Alternative formats would be provided, such as large print or an alternative language to aid better understanding, if required.

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.

Opportunities are provided for people, their relatives and staff to feedback and share their views about the service. Staff and relative surveys are conducted every three months, resident surveys annually, and resident meetings are held every 3 months. In addition, staff are able to speak up through staff meetings, supervision and communication Apps. Results and feedback are reviewed through our governance arrangements and used to identify improvements.

System in place for reporting and responding to any complaints and concerns. People told us they felt able to speak up to staff if they had any concerns. People said, I’d complain to the staff, they would listen. I’ve never complained” and “I’d speak to the manager, or the girls would help. People’s relatives felt they were kept informed. The relative of one person said, “I’ve got a good relationship with the staff and manager. Registered manager and [staff] have always been there and always let me know if there are any problems. There’s no secrets.”

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

People had access to a range of health care support when needed. Staff worked with other services and knew how to refer people where additional advice and support was required.

As previously identified, improvements were required to create a more dementia-friendly environment, enabling people to orientate themselves as well as support them to maintain their independence for as long as possible.

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.

The service had an equality and diversity policy, which outlined the aims of the service, respecting and valuing difference, and promoting equality, diversity, and human rights. This was supported by training so care was delivered in line with their individual needs and preferences

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’s wishes for their end-of-life care were discussed as part of the care planning process. One person relative said, “I had a call from staff updating [person’s] care plan and we discussed end-of -life.”

Records showed staff had completed on-line training in end-of-life care. We were told staff would increase observations and support and liaise with the GP and district nurse team for advice for additional healthcare support when people are approaching the end of their life.