Miller House 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 newly registered service. This key question has been rated 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.

Care records were person-centred and described people’s support needs and preferences. This information ensured staff knew people well and provided care which was specific to them. We observed staff providing support to people in an appropriate way. For example, preserving their dignity when supporting them with moving and handling using a hoist.

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 received care and support from a consistent team of staff who knew them well. Members of staff worked well with health and social care professionals to ensure people received joined up input from everyone involved in their care. 

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

People’s communication needs were assessed and described in their care plans. This gave staff information about any difficulties people had with their hearing or speech and how best to communicate with them.

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.

We received mixed responses from people and relatives about feedback meetings, with some not realising they were held. However, we saw minutes of relative/resident meetings and of actions taken following these discussions. A relative told us, “The staff are good at keeping me updated. I have no concerns at all.”

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

The registered manager ensured people could access the care, support, and treatment they needed. People’s care needs were assessed before they moved into the service, so any adaptations or equipment required for their care were in place from the start.

When people’s needs changed, referrals were made to specialist services, such as dieticians and the falls team. A relative commented, “I am very confident that my mother is well-looked after.”

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 had received equality and diversity training. The registered manager was aware of their responsibility to avoid discrimination, have regard for the needs of people with protected characteristics and to make any reasonable adjustments when needed.

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.

The service was able to support people with their care needs at the end of their lives. Staff had completed on-line training in ‘end of life care’ and nurses were qualified to give end of life medication.

People and their families were encouraged to be involved in discussions and participate in decisions about their future care needs and end of life wishes. People’s care records included a section where these wishes could be recorded.