Balmoral Court Care Home

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• 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 remained requires improvement. This meant people’s needs were not always met.

This service scored 43 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We did not look at Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

At the last inspection the registered manager 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.

During this inspection, it was acknowledged that the management team had not yet had the opportunity to update all care plans, and this work remained ongoing. The regional manager and assistant manager explained that training was being provided to support staff in updating care plans to ensure they contained accurate and up-to-date information about people’s needs. They also informed us that a new Positive Behaviour Support (PBS) plan had been introduced, which we reviewed in one person’s care plan. This showed that staff had clear guidance on how to support the person in a consistent and positive way.

There was a culture within the service whereby staff did not feel confident to challenge any inequalities they observed or seek to find solutions to the barriers people faced. We raised this with the provider, and they took immediate steps to begin to address the issues. During this inspection, we spoke with a small number of staff who reported that they had observed improvements since the last inspection and felt able to share their views and raise concerns.

While progress had been made and some improvements were underway, these had not yet been fully completed or embedded within the service. As a result, we were unable to assess whether the improvements were sustainable.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.