Christopher Grange Rhona House

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 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 64 (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 plans were person centred and contained information about peoples preferred care routines and how they best communicated with others.

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 had access to healthcare services when needed. We observed professionals visiting people through our visits to the service.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. When needed, important information about the service was available in alternative formats such as large print or different languages. Information was displayed to inform people about raising a complaint as well as important safeguarding information.

The provider did not always make it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. We spoke with some family members who did not have full faith and confidence in the new providers of the service. They described examples of when they had not felt listened to. We reviewed the feedback and some pieces of information related to the quality of the service under the previous provider. However, we discussed the feedback we received with the provider and the management team. This was because there were ongoing improvements needed to do to develop trusting and meaningful relationships with some families and people who lived in Christopher Grange Rhona House. The complaints policy was displayed in the service should people chose to use this.

The provider did not always make sure that people could access the care, support and treatment they needed when they needed it. We received the frequency of falls for one person. We saw appropriate referrals had been made to the specialist falls service, however, following subsequent falls which occurred, staff had not chased the referral even when the additional falls indicated the person was still at an increased risk of injury. A staff member did follow this up when we raised our concerns.

Staff and leaders did not always actively listen to information about people who were most likely to experience inequality in experience or outcomes. This meant people’s care was not always tailored in response to this. There was a range of activities available for people to access, if they were able to attend the activity areas within the service, however, there was a lack of structured activities available for people who were cared for in bed. Staff did chat with them on regular occasions but could not always spend individual quality time with people. The provider did ensure people had the right to access essential health services such as chiropody and physiotherapy 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. Staff worked closely with people, their families and professionals to ensure people received dignified and person-centred care at the end of their life. We received positive feedback about this and all plans and wishes about care were detailed. The provider provided pastoral care to people at the end of their life which we were consistently told provided people, and their families with much needed comfort.