Leighton Rose 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 64 (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 received care which reflected their individual preferences, wishes and support needs. Care plans contained detailed information regarding routines, communication needs, likes, dislikes and personal histories. Staff knew people well and demonstrated a person-centred approach to supporting them.
 

The provider worked collaboratively with relatives and healthcare professionals to ensure continuity of care. Communication systems supported coordinated care delivery and helped ensure staff remained informed about changes in people's needs. People benefited from consistent support and ongoing review of their care requirements. A relative said, “They were very responsive when [Relative] had a fall and they were taken to AE and they explained everything.”

The provider supplied information to support people in making decisions; however, accessibility could be improved. Care records identified the use of picture menus as communication support however we observed menus were presented in small print and would have benefited from larger text and pictorial formats. The provider was receptive to our feedback and made changes during the assessment.

People, relatives and staff were able to provide feedback about the service through meetings and other feedback processes. However, these arrangements were not always effective in ensuring people felt listened to or informed about the outcome of concerns they had raised. Some relatives told us their concerns were not always responded to in a timely way and communication regarding investigations and outcomes was inconsistent. While there were examples of improvements being made following feedback, people were not always kept updated about actions taken, and some relatives did not feel their concerns had been fully acknowledged or addressed.

People were supported to access healthcare services and other support according to their individual needs. Records demonstrated people attended healthcare appointments and received professional support when required. Staff worked to ensure people could access services which promoted their health and wellbeing.

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. Care planning reflected people's individual circumstances, health conditions and communication needs. Staff understood how to adapt care and support to meet people's differing needs. This helped promote equitable experiences and outcomes for people living at the service.

People were not always supported to plan for important life changes early enough to allow time for informed decisions about their future, including end of life care. We saw that more detailed information was available when people had reached the later stages of their life; however, opportunities to explore and record wishes, preferences and priorities at an earlier stage were not always evident. Where people chose not to discuss their future or end of life wishes, this was not always clearly documented. As a result, there was limited assurance that people's individual values, cultural needs, preferred place of care and end of life preferences had been explored and recorded at the earliest appropriate opportunity to inform person-centred care planning.