Spion Kop 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.

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.

The provider ensured people attended meetings about their care when they felt comfortable to do so. This meant decisions were made with the person’s consent and input, ensuring care being delivered was person-centred.

Staff knew people well and this ensured that they made the correct decisions in order to support people in a person-centred way.

One relative told us, “The home is very personal and veryprofessional in their care of my relative”.

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 plans were informed by the care and support plan created by the local authority. This showed the provider were delivering care that was aligned with the support needs that the local authority had commissioned.

The provider had systems in place to record any communication with other agencies involved in people’s care. This meant the provider listened and acted upon the advice provided by other professionals.

The provider gave all staff training on various physical and mental health conditions, so they had the skills to understand and support people effectively. For example, staff received training in mental health awareness, autism, learning disability and diabetes.

Staff and leaders were familiar with the Equality Act 2010 and understood that people had protected characteristics. The provider worked with all agencies involved in each person’s care to ensure that their needs were met in line with this legislation.

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

Staff and leaders understood people’s individual communication needs and recorded detailed information about these in their care plan. Staff adapted their approach to meet people’s individual needs so that information was delivered to people in a way that they could understand.

When it was required, the provider referred to professionals to help people’s communication. For example, some people had worked with a speech and language therapist (SALT), who developed a personalised report and plan to help with communication and understanding. This showed the provider was empowering people to communicate and understand information as effectively as possible.

The provider ensured care plans and any other important information was available in an easy-read format, with pictures and simple sentences to aid understanding. This showed that the provider was committed to providing information in accessible formats.

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 asked people, their relatives and staff to complete a survey which gathered feedback about what was working well and what could be improved. There was also an anonymous suggestions box where people and relatives could fill in a form and post it to provide feedback and suggestions about the service.

People were involved in the everyday running of the service, for example, one person designed posters advertising communal activities in the home. Other people attended the mandatory fire training provided to staff at the home. This helped people to feel valued, empowered, and placed at the centre of their care.

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

The provider were knowledgeable about legislation which protected people’s equality, such as the Human Rights Act, Equality Act 2010, Care Act 2014 and Mental Capacity Act 2005. Staff received training and care plans were informed by relevant legislation.

Care plans were detailed in describing the individual needs and methods of supporting each person. This meant there was equity in access to care because the staff adapted their approach to meet the needs of the individual based upon the guidance given.

The provider had a complaints policy in place, with easy-read versions of documents available. This meant people were supported to give feedback about the service, without feeling that it would impact negatively upon them.

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.

The provider trained all staff in hate crime awareness and understanding the LGBTQ+ community. This meant staff were able to understand and support people who may be at risk of discrimination, and ensure that they were treated in an equitable way.

One relative told us that the provider supported their family member to come and visit them at the family home. “My relative came to see us during the bank holiday with a carer who was lovely , it was nice for us all and it went very well”. This showed the provider made it possible for people to have experiences that they may not have been able to attain independently.

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.

Each person’s care plan contained information about their thoughts around the end of their life, including their preferences for healthcare treatment, final wishes and funeral arrangements. Some people’s care plans also included information about their understanding of the concept of death and how they would like to be supported if other people they were close to passed away. This demonstrated the provider was mindful of the impact this could have upon people.