Rose Water Place Care Home

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 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 and treatment choices and they did not always work in partnership with people, to decide how to respond to any relevant changes in people’s needs. Staff completed care plans for each person. Generally, care plans were person centred describing what was important to people including their likes and dislikes. However, there were plans which were less detailed, the registered manager told us they had identified this and there were coaching sessions planned for staff.

Staff had spent time with people to find out their interests, these had been included in people’s care plans. Examples included what music people enjoyed, their love of cars or motorbikes. Some people enjoyed dusting and polishing as this reminded them of their previous hobbies such as cleaning their car.

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 told us they were supported by regular staff who knew how to support them. The provider did not employ agency staff. Any shortfalls in the staffing numbers were covered by the provider’s own bank staff, who had completed the same training as permanent staff.

There were sufficient staff to maintain continuity of care. The service was new, and not all the floors were open. The registered manager told us recruitment would be completed when they decided they were able to open the floor.

Staff had completed an induction, which included the general needs of people who may use the service. Staff worked with more experienced staff to understand people’s needs and preference during shadow shifts. Staff were given time to support new staff in their role.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People told us they were given information in a way they could understand. The complaints policy was available in different formats.

Staff had received training in communication relating to people living with dementia and protecting people’s information in line with General Data Protection Regulation (GDPR). The provider was aware of their responsibilities under GDPR.People’s care plans included people’s communication needs such as staff needing to ask closed questions and giving simple answers.

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 and relatives knew how to complain, comments included, “If it was a big complaint I would ring and speak to someone and come in for a meeting but haven't had to.” Relatives who had complained were happy with the outcome including, “We did receive a response about the falls, and they were very good and very sympathetic.”

The provider had a system for logging complaints, investigating and responding to the complainant before closing. The provider monitored complaints for patterns and trends.People had the opportunity to attend meetings, but only a small number of people attended. People had been asked for feedback on aspects of their care and had been given updates regarding any changes.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People could access all areas of the service and had the opportunity to access groups and activities.

There were emergency processes in place to make sure people could access emergency healthcare out of hours. Care plans contained information about people’s specific needs such as communication which needed to be considered when accessing healthcare.

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. There were policies and procedures in place to support staff to identify and challenge discrimination and inequality.People had access to the equipment they required to access healthcare and attend appointments such as mobility aids.

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 had a section for people’s end of life wishes. Staff had recorded people’s wishes around going into hospital or when they wanted to stay at the service.

However, not all care plans contained up to date information. There were some records where it was recorded people wished to be resuscitated. In the review section of these care plans there was different information stating the person did not want to be resuscitated. There was a risk staff would not have accurate information in an emergency.