Saint Elkas 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 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 consistently supported to work in partnership with staff to develop and review their own care plans. Staff took time to adapt information and communication methods so each person could fully understand, contribute to and lead decisions about their care and support. This ensured care planning was accessible, meaningful and genuinely person‑centred.

Staff demonstrated an exceptional understanding of people’s individual preferences, routines and aspirations. They worked alongside people to design personalised activity programmes that reflected what mattered most to them. Activities were tailored around each person’s choices, interests and long‑term goals. We observed many examples of people being supported to pursue further education, join community groups and visit places of personal interest. One person proudly showed us the plants they had grown in the garden and said, “I have many interests, the staff all help me,”

Stakeholders also highlighted to us the provider’s outstanding commitment to person centred care. One stakeholder told us, “Saint Elka’s work in a person‑centred way and take active steps to provide a good quality of life. They are mindful to arrange regular activities and social events. The activities are always centred around [person’s] personal preferences.” Another commented, “Patient‑centred care, I feel that Saint Elka’s excel in this area.”

The registered manager and staff team regularly reviewed people’s progress, listened closely to feedback from people and their families, and used this information to adapt and improve support. This proactive approach ensured care remained aligned with people’s changing needs, upheld their independence and respected their choices.

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. The service worked effectively with external agencies and professionals to ensure people’s needs were met in a planned and timely manner. The service had built relationships with services in the local area to ensure people had opportunities had to be part of the local community. For example, people were supported to access and participate in community projects which reflected their interests.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Care plans clearly detailed how people communicated and the specific support they required. This information was regularly reviewed and updated so it remained current and meaningful.

Staff had a good understanding of people’s communication needs, and we observed them adapting information to ensure people could fully engage, understand and express their views. Important information displayed around the service had also been thoughtfully adapted, including guidance on how people could raise concerns and how to access advocacy services. This ensured everyone had equal access to essential information and could speak up, make choices and remain in control of their care.

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. People, staff and relatives had several opportunities to share feedback about the service. Regular resident meetings took place, and when we reviewed the minutes, we saw that suggestions were clearly recorded and acted upon. For example, when people requested changes to the menu or additional tableware, these were promptly arranged. This demonstrated that people’s views were valued and directly influenced how the service was run.

Relatives told us they felt involved in their family member’s care and received consistent communication from staff. One relative said, “Yes, they keep me up to date, I get a call weekly”. Each person had a named keyworker who met with them regularly to review and update their care plan and discuss any concerns or experiences they wished to share. This ensured people had a trusted point of contact who understood them well and supported them to remain at the centre of decisions about their care.

The provider made sure that people could access the care, support and treatment they needed when they needed it. The service had effective systems in place to ensure people had regular access to medical professionals. We reviewed the outcomes of people’s healthcare appointments, and found staff were proactive in advocating for people who needed support to communicate their needs. Staff demonstrated a strong understanding of equality and diversity and recognised the barriers people could face when accessing healthcare. They took practical steps to help people overcome these barriers and ensured everyone had equal access to the services they required. Where people were unable to attend appointments in the community, staff arranged for healthcare professionals such as the GP and chiropodist to visit them at Saint Elka’s. This demonstrated the provider’s commitment to equity in access, ensuring people were not disadvantaged due to their individual needs or circumstances.

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 rights were consistently protected, and care was delivered in a person‑centred way that respected each person’s differences, identity and choices. Care plans contained detailed information about what mattered to people, such as their important relationships, preferred routines and health related needs.

We found the service worked closely with people to ensure these needs were recognised and met in day to day staff practice. The service also promoted the use of advocacy services. Advocates support people to understand their rights and helped them make informed decisions about their care. This ensured people had an independent voice and were empowered to express their wishes, particularly when they faced barriers to doing so.

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. Care plans clearly set out the goals people wished to achieve and how staff should support them to work towards these. We also found that where people had shared their wishes for care at the end of their lives, this was recorded sensitively and appropriately, so staff were aware of what was important to them and could act in line with their preferences.