Royal Leamington Spa Nursing 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 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 75 (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 told us staff knew them well and delivered care in a way that suited them.

People had been involved in their care plans, and these were adjusted regularly as their needs changed. One person told us, “I think they do focus on my needs as much as possible. I’m happy that they do understand what I need.”

Staff described how they were given time and opportunity to get to know people well. One staff member told us, “I get to know their ways, we agree on things, so we have a connection.” Another staff member said, “I get to spend time with residents. I have plenty of time to do that.”

The provider had received numerous compliments and thank you cards about the care provided and both people and their relatives described the atmosphere in the home positively.

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 received co-ordinated care that promoted positive outcomes. When people's needs required specialist input, staff made timely referrals to other health and social care professionals, including speech and language therapists, occupational therapists and dietitians. Recommendations from healthcare professionals were reflected in people's care records and informed the care and support provided.

Where possible, people were supported to maintain continuity of care through their preferred GP, dentist and optician, helping to ensure their ongoing healthcare needs were met.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

People's communication needs were understood and reflected in their care plans. Records detailed any support people required to communicate effectively, including the use of aids such as hearing aids and glasses. Where people were unable to communicate verbally, staff understood how they expressed their needs and preferences through body language, facial expressions and other non-verbal cues.

The provider took steps to ensure people could communicate in their preferred language. For 1 person who did not speak English, staff rotas were arranged so staff who spoke their language were available each day. Other staff had also learned key words and phrases to support effective communication with the person.

People had access to information about the service, including menus and activity planners, which were available in their rooms. One person, living in the home, had taken on the role of making posters to share information about which areas of the building were being refurbished.

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.

People told us they had opportunity to speak to staff, raise concerns and provide feedback. Comments included, “I attend the resident meetings on the last Thursday of the month. I asked for something and we’ve got it,” “The manager always makes sure things are done” and “I’d go to [registered manager] about any problems.”

Formal meetings were organised monthly, and minutes were shared, which detailed what was discussed and any actions taken as a result. The registered manager also walked round the home daily, and recorded people’s feedback.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

The provider took steps to support equitable access to the environment and help people remain as independent as possible. Clear signage had recently been installed throughout the home to help people identify and navigate to different areas.

The age and layout of the building presented some challenges for accessibility. Some people told us this had been particularly difficult when the lift was out of service, as it restricted their access to communal areas on the ground floor. However, the registered manager had notified us of the issue and worked proactively with contractors to ensure repairs were completed as quickly as possible, helping to minimise the impact on people.

People had access to outdoor space and were encouraged to make use of the garden. The garden had been developed to improve accessibility and create an attractive outdoor environment where people could spend time, socialise and relax.

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 received care and support that helped them achieve positive outcomes, regardless of their individual needs or circumstances. People with reduced mobility were supported through the use of appropriate equipment and specialist seating to promote their comfort, safety and independence.

Staff worked with other professionals to ensure people received support in a way that met their needs and preferences. For example, when 1 person felt anxious about being supported using a hoist, staff worked closely with the occupational therapist to provide reassurance and address their concerns. Training sessions were arranged involving the person so they could observe staff using the equipment correctly and gain confidence in staff's ability to support them safely.

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 were supported to plan for the future, including discussions about their end of life wishes and preferences. These were recorded and used to ensure people received support in line with their choices. Staff worked closely with GPs and other healthcare professionals to ensure appropriate medicines were available when needed to help maintain people's comfort.

Staff spoke with pride about the end of life care provided at the home. Feedback received from relatives recognised the compassionate support provided by staff, with compliments and cards thanking the team for the care they had given. Following a request from a person living at the home, a condolence book had been introduced in reception to provide an opportunity for people, relatives and staff to remember those who had died.

Nurses had recently completed training to verify expected deaths, helping to ensure a timely response and reducing reliance on other health services.