Acton Care Centre

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 told us they were happy with the care they received, and staff knew them well.
Care plans were person centred and reflected people’s preferences, life histories and wishes. Our observations, together with information in people’s care plans, confirmed that staff respected people’s individual needs and wishes.

The provider had an activity coordinator at the home. There was a detailed plan which involved people in what they would like to do in the coming weeks. The plan was available to people on the notice boards in each corridor.

There were lots of activities and trips provided for people. During one of our visits, people were going to Brighton beach for the day. We also observed a physiotherapy session which took place weekly. The leader was enthusiastic and knew people by their names, there was a lovely atmosphere in the room and staff were supporting people to take part in a meaningful way.

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

Information was accessible for people and their relatives within the home. Pictures were used to help with communication and the sharing of information. Activities had pictures and written detail that people understood and to support them to be involved in making decisions about what they wanted to do.

The provider made use of technology and used this to help share information. The provider sent out regular communication via newsletters to keep people and their relatives informed of any updates in relation to the provider and relevant updates, activities and upcoming events. People’s personal information was kept confidential, and staff understood the importance of following the principles of the General Data Protection Regulation (GDPR).

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

Information was accessible for people and their relatives within the home. Pictures were used to help with communication and the sharing of information. Activities had pictures and written detail that people understood and to support them to be involved in making decisions about what they wanted to do.

The provider made use of technology and used this to help share information. The provider sent out regular communication via newsletters to keep people and their relatives informed of any updates in relation to the provider and relevant updates, activities and upcoming events. People’s personal information was kept confidential, and staff understood the importance of following the principles of the General Data Protection Regulation (GDPR).

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 had processes to investigate complaints and concerns. We saw these were managed effectively through discussion with people and their family members. Complaints and concerns were documented with lessons learnt. The manager was visible and open to receiving feedback. A relative said “There’s always staff around to talk to. I visit daily and find they are very busy but give time to speak to you.”

Positive feedback was also collected and there were numerous thank you cards about the care and support given by staff, at the reception area of the home.

The provider made sure that people could access the care, support and treatment they needed when they needed it.
People were supported to access external healthcare resources when they needed, as well as having regular visits to the home from healthcare professionals such as the GP and nurses from the GP practice.
People’s care plans also contained evidence of regular appointments with healthcare professionals.

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 received training on equality and diversity. Staff worked proactively to ensure that individuals received support tailored to their unique needs, backgrounds, and preferences, regardless of age, ability, ethnicity, or identity.

Support plans included information about people’s personal history, interests and key people in their lives.Staff understood what was important to people’s and their families and supported people to celebrate key events during the year in line with their beliefs and preferences. We saw lots of pictorial evidence of these celebrations throughout the home.

The activity coordinator was building a relationship with a local school which was next to the home, with the idea of children visiting and befriending people who wished to be part of this.

People’s health and social care needs were fully considered and met. Relatives told us their family members were able to access healthcare without barriers.

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 included information on how to support people receiving end of life care. However, we found that individuals’ future wishes, and any advance decisions were not detailed in care plans.

We shared these findings with the management team, who were responsive and took the feedback on board.