Pelham Grove 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 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 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 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. For example, care plans were not always person centred and did not always include information about people’s needs, choices and preferences. The registered manager assured us they would take the necessary actions to ensure a more person centred approach to care planning.

However, through discussion with people and family members, staff got to know people’s likes, dislikes and things of importance. We observed positive interactions between people and staff members.

The provider understood the diverse health and care needs of people and their local communities. For example, people were supported to maintain their spiritual and community connections. Those who wished to attend church were enabled to do so regularly, with staff providing the necessary support to facilitate this. People who preferred to spend time outside the home during the day were actively encouraged by staff to continue with these routines, helping them maintain their independence, wellbeing and chosen lifestyle.

The provider supplied appropriate, accurate and up-to-date information in formats tailored to individual needs. For example, the registered manager confirmed information about the service was available in alternative formats to meet people’s communication needs. Information was made available to people in appropriate formats to inform them of their rights to make a complaint or contact other agencies if they were unhappy with their care. Staff were observed listening to people and giving them time to communicate their needs.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. For example, people and staff told us they felt able to raise any concerns and were confident approaching the registered manager. Feedback was regularly sought from people about the quality of care and support they received. One person said, “We had a survey to complete about what food we would like; they do listen to us.”

In addition, meetings were held with people and their relatives, providing opportunities to ask questions and share their views. Information was shared during these meetings, including updates on activities and wellbeing.

The provider did not always ensure people could access the care, support and treatment they needed when they needed it. For example, records did not always demonstrate people were supported to attend external healthcare appointments when required, including routine dental care. Several people told us they had not seen a dentist for some time. One person told us, “I don’t see a dentist, but I really need to.” Another person told us, “No, I don’t see a dentist, I would like to though.”

However, people told us they had regular visits from podiatry and optician services, and records confirmed these appointments were regularly attended.

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. For example, people shared with us how staff had supported them to experience positive changes whilst living at Pelham Grove Care Home. One person who had recently moved into the home described how their health and wellbeing had significantly improved since the move. They told us staff had taken time to understand their needs and preferences helping them to feel more settled. A visiting professional commented on the positive changes they had observed in people’s health and wellbeing since living at the home.

People were not always 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. For example, some people had expressed their wishes regarding end‑of‑life care and this had been recorded within their care plans; however, for others, this important aspect of future planning was not documented.

The registered manager explained they worked closely with external professionals to support people approaching the end of their lives, and Do Not Attempt Cardiopulmonary Resuscitation (DNACPR) decisions were in place and clearly recorded for people.