Langley Haven 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 that 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 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. Care plans were developed from the person’s point of view and included guidance for staff on how each person preferred to be supported. They contained detailed information reflecting people’s needs, interests, personality traits, and personal histories. Staff described how they enabled people to make their own choices, such as selecting meals, deciding how to spend their time, and choosing when to receive personal care.

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 provider had developed good relationships with the local area including schools and volunteers who visited the service regularly to support people felt included within the community. Regular trips were also facilitated including to local churches. Professionals supporting people gave positive feedback about how the care home worked with external agencies to ensure people’s needs were met. The provider had systems in place to monitor and review people’s care needs and to escalate concerns to external services. The service worked closely with the local authority and other agencies to continuously improve the quality of care they delivered.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The registered manager demonstrated a clear understanding of their responsibilities under the Accessible Information Standard, which supports individuals with specific communication or information needs. When necessary, the provider utilised technology, such as online or telephone translation services, to help people better understand the information shared with them. The registered manager also highlighted that some staff members spoke multiple languages, which helped ensure people were well-informed about their daily routines and choices.

Staff confirmed they had access to all the necessary information to deliver safe and effective care and support. One staff member told us, “[Where necessary] we use pictures and videos. We have one resident who is Polish and does not speak English so we have pictures. We also have a staff member who can speak the language so use them. During important decisions, an interpreter is used”. Care plans included personalised details about each person’s preferred methods of communication, both verbal and non-verbal.

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.

The registered manager explained that they operated an open-door policy, welcoming people who use the service, their relatives, professionals, and staff to speak freely about any concerns. This was confirmed by both staff and individuals receiving care, who said they knew who the registered manager was and felt comfortable approaching them with any issues.

The provider had recently gathered feedback from people, their families, and staff, which was generally positive.

The registered manager stated that any concerns raised were addressed promptly, and people were actively involved in helping to improve the service.

Regular team meetings took place with people and their relatives to support with continuing to improve the service.

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

Regular assessments were carried out to identify individuals’ specific needs, ensuring services were appropriately tailored to meet diverse requirements. A clear process was in place to support individuals with communication barriers, such as hearing or visual impairments, by providing access to interpreters and communication aids. Where needed, accessible information was made available in various formats, including easy-read and translated materials, to help people make informed decisions about their care.

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.

Staff had completed training in equality and diversity and understood how to provide support that respected each person’s abilities and lifestyle choices. Records reflected that individuals’ uniqueness and preferences were recognised and valued. The service’s policies and procedures supported consistent and inclusive working practices. Staff were familiar with people’s personal goals and desired outcomes, which were clearly documented and actively supported.

Staff received ongoing training in diversity and inclusion, promoting dignity and respect for all individuals and ensuring that services remained inclusive and accessible.

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’s care plans included information regarding their end of life care wishes which had been discussed with them and relevant others including relatives and professionals. People's end of life wishes were detailed in their care plans if they had wished to discuss this.