The Beeches

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 requires improvement. At this assessment the rating has changed to 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 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. People and their relatives were positive about the care and support they received from the service. Comments from people’s relatives included, “The staff are all friendly and [relative] likes them.” and “The staff are very good, I have no complaints about the care provided.” The registered manager told us they reviewed people’s care with their input and made adjustments when needed. For example, the registered manager had arranged a safe rummage box for a person who preferred not to participate in activities. They had been an electrician in their working life and this person-centred approach to activities enabled the person to reconnect with familiar routines. A married couple at the service told us, “We like the fact that we could arrange our 2 separate rooms into bedroom and lounge areas with a connecting door.”

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 staff team were open about the use of agency impacting on staff morale. However, they told us there was a more consistent workforce which benefitted staff well-being and the continuity of care for people. The registered manager had implemented a recruitment process for permanent positions within the workforce. We found the provider worked with people and healthcare partners to establish continuity of care, including when people moved between different services. Staff told us how they referred people for GP reviews. Staff could contact the GP surgery at any time if they had any concerns or questions, alongside regular on-site visits.

The provider supplied appropriate, accurate and up-to-date information in formats tailored to individual needs. The service had information displayed in different formats. Menus were updated each day within the dining area, and these included pictures of the food people would be eating. Relatives told us that they were kept informed about any changes and updates within the service.

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. There were frequent meetings for people to provide feedback on their care and support and we saw evidence of issues raised at these meetings being resolved. A relative told us, “I often speak with the registered manager. They are very approachable and responsive.” During the inspection, we were shown a recent complaint from a relative. The registered manager explained their policy for dealing with complaints and responded to the relative in a positive manner where actions to improve outcomes were achieved.

The provider made sure that people could access the care, support and treatment they needed when they needed it. There was appropriate signage throughout the building, and sufficient equipment was in place to enable people to mobilise safely. Care plans considered people’s needs, and what reasonable adjustments could be made to ensure people could access their care and support effectively.

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 support was personalised; staff knew individuals needs well and protected people’s rights and removed barriers where they were able to. Staff told us people received the same quality of care at the service because people were given equity of opportunity and encouragement to participate in support and activities each day.

People were given exceptional support to plan for important life changes, so they could make informed decisions about their future, including at the end of their life. The provider prided itself on ensuring people were provided with compassionate and supportive end-of-life care. This included provider specific, enhanced training for staff which aimed to ensure the service was “a comforting place, where death and dying were faced openly and sensitively with people and their families.” A local Methodist minister visited the service twice a week to hold services and engage with anyone who wished to meet them. People told us, “The faith sessions are wonderful, the minister contacts all who wish to meet him.” People’s end of life plans and wishes are personalised, detailed and considerate with small details such as, “[person] would like their hair done as they near end of life, [person] loves poems and hymns and wishes for these to be read.” The provider also had a room where relatives could sleep during their loved one’s final moments.