Beech House

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 good. This meant people’s needs were met through good organisation and delivery.

This service scored 68 (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 did not always make sure people were at the centre of their care as they did not ensure care plans were reflective of people’s needs and personal preferences. The provider and new management team were aware of this shortfall and were working to make care plans more person-centred. However, staff we spoke with knew people well and supported people in line with their known preferences.

People were supported by a consistent staff team, most of whom had worked at the service for a long time which promoted continuity of care. A relative said, “The turnover of staff in care is phenomenal, but with the staff there, there's a lot of long-term staff, so that speak volumes for them.”

Where people needed more intensive support, the provider worked closely with relevant professionals to ensure appropriate funding was in place and 1-1 was implemented to help promote and maintain people’s wellbeing.

The provider considered people’s communication needs and supplied information in ways which people could understand. People’s communication needs were recorded in their care plans and staff communicated with people in line with their needs. People’s personal information was stored securely.

The provider sought people’s feedback about the service. Residents and relatives’ meetings were held, and questionnaires had recently been sent out to gather people’s feedback about what it was like for people who lived at Beech House Care Home. The provider told us people would be informed of any changes following people’s feedback which would be displayed on an information board

People and their relatives told us they knew how to make a complaint and were confident concerns would be addressed. We found complaints were investigated and responded to.

Staff helped people to access the care and support they needed when they needed it. Weekly visits from the GP were in place and staff quickly sought advice when they noticed changes to people’s health and wellbeing. Arrangements were also made with local services to ensure people could access them appropriately. For example, an optician visited the service with their equipment and people’s privacy was maintained whilst they accessed eye care.

The provider ensured the building and grounds were accessible for people and their relatives to promote their wellbeing through appropriate access to their surroundings.

Staff and leaders actively listened to people who are most likely to experience inequality in experience or outcomes and tailored their care and support in response to this. Staff knew people and their needs well and used this knowledge to help people achieve positive outcomes.

People experienced kind, consistent care that promoted equality and inclusion, regardless of their needs or level of independence.

People were also supported to be active members of their local community through regular outings, fundraising opportunities and opening up the service to the community for events.

People were not always 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. Care plans showed important conversations about people’s end of life care and personal preferences were not had with people or their relatives. This meant staff could not provide care in line with people’s wishes. However, we received positive feedback about how staff had supported a person and their family. A relative said, “When [my relative] passed they were brilliant.”

Staff worked closely with healthcare professionals when people’s needs changed at the end of their lives to ensure people remained pain-free and comfortable.