Silverleigh Cedars

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.At our last assessment we rated this key question outstanding. At this assessment the rating has changed to 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.

Each person had a personalised care plan which was discussed with them and their relatives when appropriate. Care records contained a variety of information and a range of assessments and care plans about people’s individual health care needs and their preferences, to help care staff support their individual wishes. For example, people’s preferred routines, gender of staff and food preferences. Staff confirmed they had access to care plans and said they were reviewed regularly or when changes occurred. Staff had a good understanding and knowledge of individual’s needs and preferences. They spoke about people in a respectful way.

People were positive about the care and support they received. Comments included, “This place is faultless, it really is top of the heap” and “I'm very well treated here. Staff are very nice and kind”. A relative told us, “I have no concerns about the standard of care. Staff genuinely seem to care about people”. A visiting professional commented, “I have always found the staff to be caring, responsive and lovely to their clients”.

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.Care and treatment reflected people’s needs and preferences. Transition planning and referrals were organised promptly, and staff escalated clinical concerns appropriately. Health professionals were confident in staff’s ability to recognise any changes to people’s health.

Staff understood people’s diverse health and social care needs and coordinated care to ensure continuity and flexibility. Staff worked effectively with other services, including GPs, specialist nurses and other community partners, to ensure care was joined up and responsive to people’s individual needs. Up-to-date digital records, handovers, and shared assessments ensured staff had access to relevant information, reducing the need for people to repeat their history.

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The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.People’s communication needs had been identified, recorded and highlighted so that staff had access to relevant information about how people should be supported with these. For example, care records identified those people who needed spectacles or hearing aids to improve communication. One relative said they were concerned staff did not always ensure their family member’s hearing aid was used, which would impact on their ability to communicate.

When needed, information was made available to people in a variety of formats. The menu board displayed in the communal areas was pictorial and easy for people to see and understand. The service produced a quarterly newsletter which people, especially relatives, found useful as it gave them a sense of what was happening.

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 used feedback surveys for people, their relatives, staff and other professionals to share feedback and ideas or raise complaints. The feedback was analysed and trends identified so that improvement actions could be taken where necessary. Regular resident and relatives’ meetings were also held to discuss any changes planned, future events and gather any feedback or suggestions for improvements.

The provider had a clear complaints procedure which people and their relatives were aware of. Most said they would speak with the registered manager and were confident any issues would be addressed. Complaints had been investigated and actions taken to resolve them appropriately. Records showed the provider had dealt with concerns and complaints in an open and candid way and apologised where necessary for any shortfalls.

The service had received many written compliments in the past 12 months. Comments included, “We want to say thank you to all of you for the care and attention” and “We would like you to know how much we appreciated the loving care for (person)”.

The provider made sure that people could access the care, support and treatment they needed when they needed it.Care plans considered people’s needs and any adjustments needed to ensure they had equal access. For example, people had mobility and communication care plans that detailed their care and support needs. Communal areas were accessible to people with various levels of mobility, including wheelchair users.The provider made sure people could access the care, support and treatment they needed when they needed it. External professionals were contacted regularly for advice and guidance. For example, where people and staff needed more specialist support with people’s skin health.

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.The provider ensured staff undertook training in diversity, equality and inclusion, to help them identify and reduce any barriers. Staff supported people to have equal access to care, experiences, and outcomes. For example, where people stayed in their private rooms, activity staff ensured they could participate in meaningful activities and social engagement. Staff undertook assessments of people’s hearing, vision and communication needs to ensure any deficits could be reduced.

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.People’s wish regarding their end of their life care was discussed with them and recorded where people felt able to talk about this sensitive subject. Treatment Escalation Plans (TEP) were in place, which recorded important decisions about how individuals wanted to be treated if their health deteriorated. This meant people’s preferences were known in advance, so they were not subjected to unwanted interventions or admission to hospital at the end of their life, unless this was their choice.

Staff had undertaken specialist training in relation to end of life care, to be able to provide the best possible care for people. ‘Just in case’ medicines were requested when a person was identified as nearing the end of their life. These medicines were used to reduce people’s symptoms and help them to remain pain free. We saw several thank you cards from relatives expressing their gratitude for care given to their family member, and for the support they received at a very difficult time.