Archmoor Care Home

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• 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 mostly met.

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. The provider had invested in a new digital care planning system. Care records we looked at were person-centred and contained a good level of detail. Care plans were regularly assessed and updated, including following significant events. Wherever possible, people and their lawful representatives were involved in their planning care.

The service understood the diverse health and care needs of people, so care was joined up and supported choice and continuity. Staff worked with external professionals and services to ensure people’s care delivery was well co-ordinated. We saw examples of the registered manager and staff, advocating for people to ensure they received the right care at the right time, this included accessing hospital or specialist community services.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People’s communication needs were identified, recorded, and met in accordance with legal requirements. People had access to information in a range of formats where required. Staff shared information with people's relatives only where relevant and where they had permission to do so.

People were able to raise complaints or provide feedback about their care and support. The provider had a complaints policy and procedure which was readily available to all. Where complaints or concerns had been raised, the registered manager kept appropriate records.

People were provided with details of the complaints policy. The provider’s complaints record was not always fully complete, to demonstrate all the actions taken. The provider has provided assurance this will be reviewed and rectified as required actions had been taken.

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

People had access to external health professionals on a routine and unplanned basis in response to their individual needs; this included primary care and access to care provided in hospital such as outpatient appointments.

The service actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support in response to this. People`s care plans included information about their culture, religion and belief, and lifestyle. Staff knew people well and had a good understanding of individual needs.

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. At the time of the inspection no-one was at the end stages of life. If this was the case, the registered manager told us staff would continue to provide care, working alongside other health and care professionals such as district nurses and/or palliative care professionals. People’s care plans contained information about their wishes, preferences and cultural and religious requirements should they near the end of life.