Greenhill

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 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.

Staff provided people with personalised care based upon their needs and preferences. People’s care needs and risk assessments informed their care plans. These provided staff with guidance on how best to provide care and support in a personalised way. Care records were personalised and documented information about people’s likes, dislikes, life histories and wishes. People’s cultural and diverse needs were identified, respected and met.

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 understood the diverse needs of people ensuring their care and support was provided in line with their individual needs and preferences. Staff worked well with health and social care professionals to ensure people received continuity from everyone involved in their care.

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

Staff knew people well and knew how to effectively communicate with people and provide information to them, to enable them to make choices. Communication needs were documented within care plans and these guided staff on how best to effectively communicate with people.

People and their relatives were provided with information about the service and other services they could access in formats that met their needs.

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 provider gathered the views of people and their relatives through regular planned meetings that were held. We looked at the minutes for the residents meeting held in July. Items discussed included menus and food and new staff starting within the service.

The provider had a complaints process in place and a tracking system to ensure any concerns were dealt with in a timely manner in accordance with the provider’s complaints procedure.

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

The provider ensured equity in access. People’s needs were assessed and care plans provided staff with guidance on meeting people’s individual needs. The support people required varied and was based upon their needs, preferences and wishes.

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’s diverse needs and wishes were assessed, documented and respected. The provider had an equality and diversity policy and procedure in place and staff had received training and were aware of their responsibility to avoid discrimination.

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.

Where people had chosen to discuss and plan, their wishes regarding end-of-life care were documented within their care records. The service had strong links with a local hospice, which ensured people received good quality palliative care when required. A heath care professional told us, “Greenhill have always been very engaging with [hospice] both educationally and clinically. We have always found them to be approachable, compassionate, and very committed to giving person centred quality end of life care.”