Cuttlebrook Hall

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 79 (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’s care planning documents contained up to date information about their care, how people would like to receive care, and how to ensure people were safe, and supported to positive risk take in order to promote their independence. Where new assessments around people’s end of life wishes were in place, the old form had not always been removed which in cases of emergencies may be followed incorrectly. We told the provider about this, who said they would take immediate action to ensure the file contained the most relevant information and archive the previous information.

Peoples care planning contained detailed information about their choices, likes and dislikes around food, personal care and their abilities and what support was required. Staff knew people well and knew their likes and dislikes. One staff member told us, “Care plans have a welfare folder in which states likes and dislikes, which is usually collected from the person or people who know them well. Residents [people] talk a lot about likes and dislikes and we make sure that it reflects the care plan if likes and dislikes change, sugar in tea etc. Staff can capture moments with people which is important if it makes a change to their day and what they like. Weall share knowledge with other carers.” Another staff member told us, “I know that one [person] likeshumourand this can help to make personal care more comfortable for them.”

Staff told us that person centred care was fully embedded in the way they worked. One staff member told us, “If a resident’s [person’s] needs and preferences change, we update the care plan so all staff can follow. For example, one resident [person] prefers to be shaved on specific days. This has been documented in his care plan so that all staff are aware of his preferred shaving days. It is also included in the carer handovers.” Staff gave further examples, including people who preferred female carers for personal care, those who liked to get up later in the morning and others who chose to have their meals in their rooms rather than in the dining room.

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.

Staff worked in partnership with health and social care professionals to ensure people’s needs were met. For example, staff collaborated with physiotherapists, speech and language therapists and GPs to support people living at the home. One staff member told us, “I have supported a resident [person] recently who was in hospital before they came to Cuttlebrook Hall and they couldn’t mobilise, so I referred them to the physiotherapy team. Care staff did daily exercises with [person] that was given by the physio team, we encouraged them to walk a little each day using their walking frame, they are now able to walk around the home using their frame.

One stakeholder told us, “[Manager] is very responsive to any communication I have sent them, and I feel that we have built a good working relationship which proactively benefits the patients [people] in their care.”

The provider had a wide portfolio of external healthcare services that visited the home regularly. This included opticians, dentists, ear wax removal specialists and chiropodists. This ensured people were able to access the healthcare support they needed in a timely and convenient way, helping them maintain their health and wellbeing.

The provider were exceptional at developing appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

People and their relatives were given detailed information about the home before they moved in. This included information about who worked there and their roles, the meaning of different coloured uniforms, and what to expect on the day of admission. The information pack also explained when the fire alarm was tested, how relatives could join their loved one at mealtimes, and the complaints procedure. This helped people and their families feel prepared, informed and reassured about what to expect when moving into the home.

Person centred care plans contained information about people’s preferred methods of communication and any support they required to communicate effectively. Care plans also detailed barriers that may make communication more difficult. For example, one person did not always insert their hearing aids fully, which reduced their effectiveness and meant staff needed to check and support them with this. This level of detail helped staff understand people’s communication needs and provided guidance on how to ensure they were heard, understood and included.

One person communicated using sign language. To ensure staff could communicate with them effectively, the provider arranged for staff to receive British Sign Language training. This enabled staff to understand the person’s preferred method of communication and helped theperson feel included, valued and able to express themselves confidently. During the inspection, we observed staff communicating with the person using sign language during lunchtime. Staff also encouraged group discussions at the table, supporting the person to interact with others and participate fully in the mealtime experience. This demonstrated both the positive impact of the training staff had received and the provider’s commitment to meeting people’s individual communication needs in an inclusive and person centred way.

The provider had a monthly newsletter that was shared with people and their relatives. This included information about upcoming events and activities, as well as dates when external health professionals, such as opticians, would be visiting the home. This helped keep people and their relatives informed and involved in the life of the home.

The provider made documents available in alternative formats to ensure information was accessible to everyone. For example, the newsletter was provided in a larger print format and as an audible version for people who found the standard version difficult to read. Care plans were also produced in larger print when required, and information on how to raise concerns was available in an easy read, large format version after people reported that the full policy was too long and difficult to follow. This demonstrated the provider’s commitment to inclusive communication and adapting information to meet people’s individual needs

Staff completed GeneralDataProtectionRegulation (GDPR) training which was regularly updated.

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 were provided with opportunities to feedback about the care they received. This information was displayed around the home, along with how to provide feedback. Areas which required some improvements were discussed in meetings with people and their relatives, and updates were provided to people about what action they had taken to improve people’s experiences.

The provider held a monthly resident meeting which allowed people the opportunity to talk about things that were important to them. One person told us, “I do get to go to the resident’s meetings, and they do listen to what people say. If I ever needed to complain about anything I would go to [manager], I know they are always around."

There were policies and procedures in place that set out the steps if people or relatives needed to make a complaint. Complaints had been recorded and letters sent once investigations were completed. The provider maintained openness and transparency regarding complaints received and used these insights to drive continuous improvement.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

The provider was aware of people who may face inequality and tailored care and support in response to this. They demonstrated an understanding of individual circumstances and took steps to ensure people received equitable and personalised support. For example, one person had become frustrated because they were no longer able to read their books due to deteriorating eyesight. Staff recognised the impact this had on the person and worked with them to find an alternative that still reflected their interests. They supported the person to sign up to a community library service that offered audio books. Staff informed the service of the person’s preferred genres and specific interests, ensuring the books provided were personalised and meaningful. The library service now delivers regular audio books to the home, enabling the person to continue enjoying stories, which was extremely important to them. This showed how staff proactively adapted support to remove barriers and promote equality, independence and wellbeing.

The environment promoted independence. People had access to equipment that supported daily living, and the cafe provided facilities for people and their relatives to make drinks and enjoy social time together which was used by friends, family, and local groups.

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 processes considered a range of individual factors, including age, gender, religion, disability, and other protected characteristics. People were allocated key workers, and staff usually supported the same people.

There were clear policies in place to promote equality and meet diverse needs. Staff received training in equality, diversity, and inclusion.

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 had a proactive care planning document which detailed their wishes in the event they developed a new long term health condition, were approaching the end of their life, or required decisions about life saving treatment. These documents captured people’s preferences clearly, helping ensure their choices would be understood, respected and acted upon should their circumstances change. This proactive approach supported people to have control over future care decisions and helped staff deliver care in line with each person’s wishes.