Outram Fields

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’s care was personalised to meet their individual needs and preferences. Staff had access to care plans for people that outlined what was important to the person and these plans were reviewed and updated regularly.

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. Records and feedback from professionals evidenced that staff worked alongside health and social care professionals to promote positive outcomes for people. A professional told us, “I am made aware of relevant information when I go to visit people at Outram Fields as I am given a handover prior to my visit and I give one back to the staff before leaving.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The provider ran regular resident, relative and staff meetings to answer questions and provide information and also provided a detailed weekly newsletter for relatives. A relative told us, “If there are any changes, we are quickly notified.” People’s communication needs and preferences were clearly documented and followed by the staff team.

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. People, relative and staff feedback surveys and meetings were held, and the service was proactive in working the service based on feedback. For example, a relatives survey highlighted some issues in relation to communication with the service. Meetings were held with staff teams to address these issues and actions undertaken to implement positive changes.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People were supported to access health and social care professionals and services when needed. This was facilitated through timely referrals, the services communication with professionals and practical support to attend appointments if 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. Staff knew the people they supported well and were able to deliver person centred care which took account of individual needs and preferences. People’s physical and emotional well-being was actively monitored and actions completed to support positive outcomes for people.

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 . Managers and staff and cultivated a strong culture of quality care through clear expectations and collaborative working. Staff demonstrated a strong understanding of the importance of listening to and understanding people’s goals and day to day preferences. Records evidenced that time was spent with people and their relatives to record and plan people’s goals for the future. For example, one person had shared in their care plan that attending church services was important to them. This was accommodated at the home where a regular church service was available for anyone who wished to attend. Care plans also included information about people’s wishes for end of life care, where people wanted to discuss this. Managers and staff at the service provided exceptional support to people and their relatives when people were approaching the end of their lives. This included liaising regularly with professionals and relatives. Relatives praised the responsiveness and sensitivity of staff and managers. Relatives of people who had spent their last days at Outram Fields shared their experiences with inspectors. A relative told us, “The service was in regular contact with the hospice and us to support [relative] back to Outram Fields. They [staff] managed really well, it was so much better being there than anywhere else, staff were loving and caring towards my relative, they were all upset that [relative] was getting so unwell.” and “My relative required equipment as recommended by visiting health care professionals, this was arranged within a matter of hours. Staff were all extremely kind, caring and open with us when discussing with us symptom control and our preferences for our relatives care in the final days of life.” Staff were praised for their genuine care and love given to people and their relatives who were approaching the end of their lives. This approach was described by a relative who told us, “Their genuine emotion towards our relative, and their empathetic kindness for us as family, was heartwarming and so appreciated. They showed real care and love for our relative and us when we all needed it most. Staff came to visit our relative for a few minutes in their final hours, to hold their hand and have a little chat, it meant so much and was genuinely heartfelt.”