Appleby

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.

People and relatives told us that care was delivered in a person-centred way. They said nothing was too much trouble for the staff and they valued the choice of meals. Relatives and people also told us the registered manager listened to them and acted on any issues which helped them feel included and treated as individuals.

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.

More permanent staff had been employed to reduce the number of agency staff used. This had helped improve continuity of care. A handover system was in place to make sure essential information was passed between shifts, supporting continuity of care. In addition, ‘huddle’ meetings took place Tuesday to Friday, providing regular opportunities for staff to share information and discuss any immediate issues.

People had regular access to health and social care professionals to meet their needs. Professionals gave positive feedback about the home. One professional told us, “The over-arching feedback was that the staff know their residents well, there is a positive atmosphere when discussing care, and as far as we are aware the staff take our advice on board and carry out information as outlined in the care plans.”

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

Care plans included people’s communication needs. This helped ensure their preferences were understood and supported consistently.

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.

Meetings for staff, people and relatives were carried out. These meetings provided an opportunity to share updates, raise concerns and discuss improvements. People and relatives told us they felt listened to and that issues raised during meetings were generally acted upon promptly.

Complaints had been actioned and monitored to identify any trends and lessons learned, which were shared with staff to support continuous improvement.

The provider made sure that people could access the care, support and treatment they needed when they needed it. There was regular input from health and social care professionals to support people’s health and wellbeing.

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

They ensured that activities were available to promote social engagement and wellbeing and worked closely with health and social care professionals to meet people’s diverse needs. Despite the activities coordinator being on long‑term leave, staff were taking on this role to ensure people continued to have opportunities for meaningful engagement. A staff member told us, “Carers know the residents, they go above and beyond.” The registered manager was reminding staff to record all activities, as these were not always consistently documented, to ensure people’s social engagement was fully and accurately reflected in their records.

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. Staff explained they communicated with people and relatives to ensure people’s needs and wishes were understood and respected at this important time.