Cayton View 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 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 we spoke with told us they felt the service met their needs and expectations. One person said, “They [staff] are very kind with me. I can walk about but I see them help others who can’t”. Care plans resulted on collaborative preassessments of need with people’s input clearly recorded. Choices, preferences and individual requests were all considered, acknowledged and worked to. For example, should residents preferred to be supported by a career of specific gender the provider would make sure the rota included such staff to accommodate those preferences. As people’s individual needs changed care plans were updated, input from other health professionals tailored, and risks reduced; further promoting independence, health and wellbeing.

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 were referred to relevant health and social care professionals when needed. Staff told us and records confirmed how they referred people for GP review. Staff could contact the GP surgery at any time if they had any concerns or questions, and this was supported further with weekly visits from the district nurses. Care records reviewed were detailed and enabled important information to be shared to support continuity of care. For example, when accessing Hospital and dental services. One relative said, “The GP has visited today, and he was very good. The staff will organise appointments for [relative] because we are not always here.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Staff had access to an Accessible Information Standard Group Policy. The Accessible Information Standard (AIS) sets out how organisations should ensure people who have a disability, impairment or sensory loss get information they can access and understand and any communication support they need from health and care services. Communication with the home was available by phone, email and video calls, with electronic devices that could be used to support residents, staff and their families. People were supported under an electronic care planning system. A relative confirmed that the care plans were accessible and that the font could be enlarged to help them read and understand the content. Staff told us printed documents were available in large print and that all the televisions in the home had subtitles available if needed.

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 their relatives told us staff listened to their views and acted on feedback. People and their relatives knew how to voice their opinions or raise complaints and concerns. They told us they felt confident that anything relayed would be dealt with in a satisfactory manner by the registered manager. People and their relatives told us they felt communication from the home about changes in the service and associated with individual care and support needs was good. People told us that resident meetings were held. Minutes from these meetings showed people were encouraged to input their ideas including for consideration of any changes and improvement.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Care records showed people had good access to a range of health and care services to support their needs, and that referrals were made for treatment or advice when needed. Based on individual assessed need and level of risk, regular contact with a full range of health professionals which included speech and language therapists, dietician, community psychiatric nurse, community mental health teams, occupational therapists, podiatrists, diabetic nurses, continence nurses, and tissue viability nurses was recorded. People’s health needs and issues were reviewed by the district nurse during their visits to the home reducing the need for lengthy GP and hospital appointments and supporting consistency of care provided.

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 had received training in equality diversity and inclusion which was supported with access to associated policy guidance to help protect people from experiencing inequalities related to their care and treatment. For example, following assessment of need people were supported with any equipment necessary, including technology to ensure they were not disadvantaged in any way.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including as they approached the end of their life. Person centred palliative care training and improving care at the end-of-life training was provided to staff by a local hospice. The training helped staff to understand the importance of ensuring people were supported to remain pain free in line with their wishes and preferences as they approached end of life. Advanced electronic care plans included provision to record individual details, details of next of kin, and details of family members involved in advance care planning. The information included peoples preferred place of care, details of any religious or other preferences, any cultural requirements, and included information to support or object to the use of resuscitation. The registered manager discussed an ongoing focus on end-of-life care provision. They acknowledged the difficulties in encouraging people to discuss and record their preferences about end of life in advance, to ensure enough information was available to support them as chosen, at this difficult time. A staff member said, “Our main aim is to ensure their immediate needs are met and to ensure they are kept comfortable; we will work with hospices, the GP and liaise with and support relatives as necessary.”