Henleigh Hall

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 71 (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 did not always make sure people were at the centre of their care and treatment choices and they did not always work in partnership with people, to decide how to respond to any relevant changes in people’s needs. Whilst people’s room were personalised to suit their own tastes, their care plans did not always record person-centred information about their care needs and preferences. For example, sections about communication and care preferences were not completed in some care plans. A professional told us, “[Care] is not person-centred anymore. People either come in at the very end of their life, or they choose not to stay.” However, some people were happy with their care and support. One person told us, “[Members of staff] know me very well and know what I like and don’t like.”

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. Information regarding any changes to people’s care or support needs was shared with staff teams during handover meetings between shifts. The service worked with other health professionals involved in people’s care. A member of staff told us, "We form very close relationships with families and residents, this is essential so we can provide them with the care they need. Families and residents are consulted about the care they receive and any issues. There is a resident and family monthly meeting, and the clinical leads have care plan review meetings with the residents and their families.”

The provider supplied appropriate, accurate and up-to-date information in formats tailored to individual needs. Information was displayed appropriately throughout the care home. Menus were available in written and picture formats so people could make informed choices about what to have to eat a meal times.

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. A ‘You said, We did’ board displayed changes the service had made following feedback from people. There were opportunities for people to make suggestions to improve the service including a suggestion box and regular residents and relatives meetings which were attended by the registered manager.

The provider made sure people could access the care, support and treatment they needed when they needed it. There was equitable access to care and support irrespective of people's additional needs. There was a culture of inclusion and inclusivity in the care home. People took part in a range of different activities. We observed people involved in a chair-based exercise session. People told us there was a good range of activities. A relative said, “The activities are brilliant here. [Staff] get [family member] doing all sorts.”

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. There was a culture of inclusivity in the service. A regular religious service took place which people chose to attend. A relative told us, “[Family member] leads the service about once every month if the local vicar can’t do it. They used to be a headteacher, so they are used to doing this sort of thing.”

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. People had end-of-life care plans in place which contained details of what they wanted to happen in the event of their death. We saw evidence of family involvement in discussion about care and support at the end of people’s lives.