Carpenders Park

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 newly registered 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, in partnership with people, how to respond to any relevant changes in people’s needs.

Care plan information included people's background histories, needs and preferences, and helped staff know what was important to people and engage with them in a meaningful way. For example, when we spoke to staff, they were able to tell us about people’s interests and hobbies. Staff completed daily care records detailing care and support, which was individual and personalised. People were discussed in handovers, which allowed important information to be shared and enabled staff to discuss how best to support people’s health or wellbeing.

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 and their relatives felt the service kept them up to date and involved in their care provision and any scheduled appointments.

There were good links with a wide range of healthcare professionals, and there was a good working relationship with the GP surgery and district nurses. Referrals were made to external professionals where needed. One professional commented, “The communication is good; they respond quickly. They let me know if anything changes or if they need my input.”

The provider made information available to people and their relatives about the service and people’s care. Relatives told us staff and managers communicated with them regularly about their family member’s wellbeing and were approachable when they wanted updates or clarification.

Communication with relatives took place in different ways, including regular conversations, coffee mornings, family events and newsletters. These helped relatives stay informed about events, activities and developments within the service.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support.

People and their relatives told us they understood how to make a complaint. They received a response, and we saw evidence of this. Feedback included, “They are very friendly and approachable and will sort things out if they can” and “They have listened to the families’ requests and taken action.”

The provider had a complaints policy, and we saw complaints were dealt with transparently and within the timescales outlined in the policy. The provider held regular meetings for people and relatives, completed annual surveys, and used a monthly newsletter to show what feedback had been received and what action was being taken in response.

The provider supported people to access care, treatment and community services when these were needed. Staff helped arrange healthcare input, including GP involvement and specialist support, and relatives told us they were kept informed about appointments and outcomes. Overwhelmingly, relatives told us the home was proactive in seeking specialist support when people’s needs changed.

Staff worked with external professionals and organisations to reduce barriers to access. This helped ensure people could access healthcare and community opportunities in a way that reflected their needs.

People’s sensory needs were met. Staff knew when one person was not wearing their hearing aids and ensured other people had their glasses when reading a newspaper.

The building was purpose built. The corridors were wheelchair accessible with reasonable space for staff to accompany people around the service, if required. Some people’s rooms had access to a private garden, which gave people space for fresh air, relaxation and quiet time This was welcomed by many who were able to choose to spend time outdoors in a way that suited them.

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 was non-discriminatory, and people and their relatives told us their individual needs were respected. Equality, diversity and inclusion training ensured staff understood how to deliver inclusive care. The management team ensured people were treated fairly and were not discriminated against. Regular activities were arranged to enable different faiths to be celebrated within the service. During our assessment, the home was holding a culture week to celebrate different cultures through food, music, local activities and displays.

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.

The provider involved people and their relatives in planning for the future and worked with professionals, including palliative care services, to support people as their needs changed. Staff understood the importance of planning ahead and supported people in a way that respected their cultural and personal wishes. Staff regularly reviewed end-of-life wishes and DNACPR decisions to ensure future care, treatment, comfort, cultural needs and preferred place of care were understood and followed.