Thompson Amour Limited T/A Heritage Healthcare North Tyneside

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 plans contained detailed information about people’s routines, preferences, life history and goals. These were written in a way that supported staff to understand what mattered most to each person.

The Registered Managers told us, “We ensure care is built around the individual, not a standard routine. Everything is based on their preferences and needs.”

This was evident in practice through examples where people were supported to engage in meaningful activities and maintain routines important to them. For example, one person was supported to continue going out into the community for shopping and meals, choosing where they wanted to go. Another person who enjoyed music was supported through regular interaction involving singing and musical activities, which supported engagement and wellbeing.

Staff told us they used care plans alongside their own interactions to tailor care. One staff member explained, “Care plans help, but getting to know the person is what really makes the care personal.”

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.

Care plans were regularly reviewed and updated to reflect changes in people’s needs. Staff were informed of updates through the care system, direct communication and management updates.

Staff told us communication was effective. One staff member said, “If something changes, we are told straight away so everyone is working the same way.” Another staff member explained, “Reading previous notes helps you understand what’s happened before your visit, so care stays consistent.”

The Registered Managers described how they ensured continuity, telling us, “We use our care system to make sure all staff have up-to-date information, so care is delivered consistently.”

Relatives described care as consistent and reliable. One relative told us, “We have regular carers and they know exactly what needs doing.”

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

Care plans contained clear information regarding individuals’ communication needs, ensuring staff adapted their approach accordingly. Staff described using a range of methods to support communication. For example, explanations were adjusted to be clear or delivered more slowly where required, and tools such as whiteboards or prompts were used.

Staff demonstrated an understanding of the importance of tailoring communication to each person recognising and responding to personal preferences and needs. The Registered Managers confirmed that information was provided in accessible formats to enable individuals to understand and actively participate in their care.

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.

The provider sought and valued feedback through ongoing communication with people using the service and their relatives. The Registered Managers told us, “We actively encourage feedback from people and families and use it to improve the service.”

Staff described how they supported people to be involved in day-to-day decisions about their care. One staff member said, “We always ask what people want and involve them in choices about their care.”

Relatives reported feeling listened to and involved. One relative told us, “I speak to the managers regularly and feel they listen and act if needed.” Another relative said, “They always keep me informed and I feel involved.”

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

The provider ensured that care was accessible and inclusive, considering people’s individual circumstances, needs and preferences.

Staff described how they made adjustments to support people in practice. One staff member explained, “If someone needs more time or a different approach, we adapt to 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.

Staff demonstrated a good understanding of equality, diversity and inclusion, and provided care in a respectful and non-discriminatory way. Care plans supported this approach by including relevant cultural, social and personal information to guide staff in delivering inclusive, person-centred care. Relatives confirmed that people were treated fairly and with respect.

The Registered Managers told us, “We are committed to ensuring everyone receives the same high standard of care.”

Staff feedback reinforced this approach. One staff member said, “Everyone is treated the same, with respect and dignity no matter their background.”

Relatives also spoke positively about the service. One relative told us, “They treat everyone with respect and understanding.”

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.

Care planning included consideration of people’s longer-term goals and wishes, including maintaining independence, accessing the community and planning for future care needs.

Registered Managers told us, “We support people to plan ahead and ensure their wishes are respected, particularly where care needs may change.”