Ivy Court

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 good.

At this assessment the rating has remained 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 received person-centred care. People, representatives, professionals and staff who knew people well had all been involved in a full review of people’s needs and wishes.

People’s care plans were up to date, and person-centred including information about preferences and how to meet people’s communication needs. Personal information was in place to ensure staff understood people and had an insight into their life history. Information on people's past lives was recorded to assist staff to better understand them. Staff and the management team demonstrated a good understanding of the people they were supporting. Staff demonstrated a clear understanding of the importance of person-centred care. This approach ensured care was tailored to each person’s needs, preferences and circumstances.

A staff member told us, “People with dementia need simple conversation and time to process the information” and “We keep an eye on everyone and try to give people opportunities to socialise.”

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’s care records provided clear evidence the provider collaborated closely with other health services such as occupational therapists, GPs, and other specialists. This partnership approach was designed to ensure people received the right support that was tailored to their needs. Professionals agreed the provider ensured there was continuity. One professional said, “If I call the home to discuss a resident I will first speak to the manager or the deputy. When asking questions, they can answer these without having to go onto to systems to check what I am asking. I feel this shows that the home knows the residents well on a personal level.”

People received information that was accurate, up to date and presented in formats tailored to their individual needs.

The provider assessed people’s needs before they started using the service to ensure any required adjustments could be put in place. Staff understood how to communicate with the people they supported, and people’s communication care and support plans were detailed and clear.

The provider was able to offer information in accessible formats where needed. We saw pictorial notice boards showing the activities available, as well as other accessible information such as picture menus for people who required information in alternative formats.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support.

People had communication care plans which explained any difficulties they had with their hearing or speech and how best to communicate with them. This ensured staff understood people’s communication needs and provided information in a way they could understand. Staff involved people in decisions about their care and told them what had changed as a result. The provider had a complaints procedure and responded to concerns appropriately.

Satisfaction surveys were undertaken for people who used the service, their relatives and relevant professionals. This ensured feedback was obtained to drive improvements.

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

Referrals had been made to external professionals when people required their healthcare intervention. Some people were visited regularly by the district nursing team and staff told us they had a good rapport with the local GP practice.

The service was accessible to all, with adaptations in place, such as handrails, specialised equipment such as hoists and accessible bathrooms. Pictorial signage was used throughout the home to aid accessibility and help people find their way around. Bedroom doors displayed meaningful information to help people identify their room.

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 received training in equality and diversity and showed understanding of discriminatory practices. The registered manager understood and considered the importance of ensuring people were involved and listened to and considered any inequalities and barriers they may face.

The provider complied with equality and human rights requirements, including avoiding discrimination, having regard to the needs of people with different protected characteristics and making reasonable adjustments to support equality in the workplace. Staff undertook training in equality and diversity and there was a diverse workforce.

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 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. Care plans evidenced discussions had taken place about end-of-life care and support. Recommended Summary Plan for Emergency Care and Treatment (ReSPECT) forms were in place which summarised personalised recommendations for people’s clinical care in a future emergency.