Birch Hill Care Centre

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 was exceptional at making 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 were undoubtedly at the centre of their care and treatment; their voice was evident throughout care documents and observed care. There was clear evidence of changes being made to people’s care when their needs changed.

A social care professional said the care, “Reflected a commitment to person-centred care, which contributed positively to the overall wellbeing of the adult.”

One example, among many, related to Christmas celebrations. The registered manager organised a traditional Christmas Day celebration earlier in December. This allows families to enjoy time together unwrapping presents, eating a meal together, sharing a glass of fizz and some entertainment. This supported people as visiting for a short time on Christmas Day, when routines are different and the home environment may feel busy or unfamiliar, can sometimes leave residents feeling disorientated or unsettled when they return after an hour or two. By celebrating together at Birch Hill during the organised Christmas lunches, families can spend meaningful time together in a familiar environment, helping residents remain comfortable while still sharing in the festive celebrations.

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 were given clear guidance and training around how to support people, recognise changes in their needs and when to contact external healthcare professionals. Healthcare professionals praised staff for contacting them appropriately.

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

Staff assessed people’s communication needs and information was available in appropriate formats for people. One person was supported to understand information through the use of picture cards. This supported their ability to continue making choices about their care and have meaningful communication with staff.

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.

The management teams responded to complaints appropriately and in line with their procedures. There had been no recent formal complaints. People and relatives found it very easy to speak to the management team and felt listened to. One person said, “I know how to complain, and the registered manager is very approachable. We do have meeting for residents which are usually once a month and they seem to react positively to new ideas.”

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

Staff understood the importance of ensuring people had access to the right health and social care services. People were supported to do this through well-planned and documented care, and good relationships with local health and social care professionals.

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 actively sought to understand people who may be at greater risk of inequality, such as those living with dementia, those with communication needs and long‑term health conditions. They used this information to tailor care and support to each person’s individual circumstances. Staff had experienced the ‘Dementia Bus’ which gave them an experience of what it is like to live with dementia. Several staff spoke about how the experience moved them and the positive impact it had on how they cared for people.

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.

Staff had received suitable training in relation to end of life care. Advanced decisions were in place, where appropriate, to ensure people were cared for in their preferred way at the end of their lives.