Shenstone Court 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.

We have not awarded this service a score for Responsive.

Find out about when we will not publish a key question score and what we look at when we assess Responsive.

The provider made sure people were supported in a way that reflected their individual needs, preferences and choices. Staff knew people well and tailored support around people's routines, interests and wishes. Care plans contained personalised information, and we observed staff respecting people's choices and preferences in practice. One relative told us, “[Person] has really thrived and feels like they have regressed 15 years,” following support from staff. Staff said, “Some residents we show a couple of items of clothes, we don't want to overwhelm the person by opening the whole wardrobe." They also described how people continued to make choices about how they wished to dress and spend their day.

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.

The provider worked effectively with external professionals and ensured continuity of care when people's needs changed. Staff described clear systems for sharing information through handovers, MDT notes, flash meetings and care records. Health professionals confirmed staff knew people well, reported deterioration appropriately and completed referrals in a timely way.

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

People's care records contained detailed information to guide staff and support consistent care. Staff told us important information could be accessed through care plans, MDT notes, handovers and daily records, and staff could review previous handovers when returning from leave. We saw personalised care plans with clear risk assessments and guidance for staff.

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

People were supported to access healthcare services and maintain community links. The service facilitated access to GPs, nurse practitioners, dentists, opticians, chiropodists and specialist services when required. People were also supported to attend appointments, activities and trips within the community. We saw evidence dentists and opticians visited the home, helping people access services when needed.

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.

People generally experienced positive outcomes regardless of their needs or circumstances. Staff demonstrated good knowledge of people's individual preferences and worked with families and professionals to achieve outcomes important to them. We saw examples of care being adapted to support personal choices, including dietary decisions, personal care preferences and participation in meaningful activities.

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.

People generally experienced positive outcomes regardless of their needs or circumstances. Staff demonstrated good knowledge of people's individual preferences and worked with families and professionals to achieve outcomes important to them. We saw examples of care being adapted to support personal choices, including dietary decisions, personal care preferences and participation in meaningful activities.