Tenlands Care Home

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• 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 service under this provider. This key question has been rated good. This meant people’s needs were met through good organisation and delivery.

This service scored 71 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The service 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 need. Care plans and risk assessments were regularly reviewed with people to ensure they remained relevant to their preferences and wishes for care. Where adjustments to people's care were needed, staff took prompt action. For example, making sure people had the correct equipment to support their needs, such as mobility equipment.

A relative said, “When my family member came here from hospital, they had a wheelchair that was much too small, but that got sorted here. Also, they needed a specific bed which was provided, and their room can accommodate this.”

The service understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. The management team worked with commissioners and other stakeholders to ensure people received continuity of care whilst living at the service.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Information could be provided in different formats if needed, to ensure people received and understood the content in a way that suited them. Staff understood and respected people’s individual communication needs and styles. Staff kept relatives informed through regular phone calls, meetings and care reviews. People’s information was held securely and only shared with those who had the right of access.

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. Feedback was regularly sought, including through meetings, and people and relatives said this was acted on.

People and relatives told us staff and the management team were approachable and they would feel comfortable raising a concern or complaint. Complaints were appropriately investigated and responded to in a timely manner.

The provider helped people to access the care and support they needed when they needed it. Staff arranged regular visits from health and social care professionals, and quickly sought advice when they noticed changes, for example after falls or when new health concerns were identified.

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 knew people and their needs well and used this knowledge to help people achieve positive outcomes. Staff completed training in equality and diversity to understand and reduce inequalities or prejudices that affected outcomes for people.

People experienced kind, consistent care that promoted equality and inclusion, regardless of their needs or level of independence. Feedback gathered showed people felt safe, respected and well supported.

People were mostly supported to plan for important life changes, including at the end of their life, but records lacked detail around what was important to that person. The provider agreed to look at ways to review how and when these discussions took place to try to better capture people’s needs in a person-centred and sensitive way.

Records included information about people’s advance decisions, for example, emergency healthcare plans (EHCP) and ‘do not attempt cardiovascular pulmonary resuscitation’ (DNACPR).