Battersea Place Retirement Village Limited

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 treated them with respect and met their individual needs and preferences. One person told us, “Yes, they understand my care needs.” Other comments included, “Staff are absolutely wonderful. It feels like home. It’s warm and friendly. I have amazing care, I’m never left alone. They know how to care for me.”

Care records included a number of care plans that were based around people’s individual needs. These were reviewed on a regular basis which helped to ensure they reflected people’s current needs.

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 told us they received continuity of care from staff who were familiar with their individual care needs, preferences and daily routines. Comments included, “I’ve got a rapport with them (staff), we’re close. Most carers have been here a while which says something” and “[Relative] was discharged from hospital to Albert Suites instead. Albert Suites was really great and helped with her recovery. She was there for 3 weeks. There was always a Nurse on call and she could ring her buzzer for additional help. The Physiotherapy was great too. She got better and strong enough to return to her flat in Battersea Place, with support from Carers.”

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

People and their relatives told us they were given copies of their care plans which they were able to agree to and change if necessary. The provider ensured people were given information in a way they could understand. Information about people’s communication needs, and preferences had been identified and was included in their care plan.

People’s care plans were available in an easy read format if required.

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 knew who to contact if they wanted to provide any feedback. Comments included, “I’ve not had to make a complaint but I think I was given information on this when I first moved in. I would just speak to [nurse] if I had an issue” and “[Relative] does know who to speak to if there’s a problem and so do I. [Nurse] is the Care Manager and we know her well. I have a lot of confidence that if we raise something to her she will act on it.” Formal complaints that had been received were investigated and responded o in a timely manner by the provider.

The provider listened to the views of staff. Individual supervision meetings were held and gave staff an opportunity to provide feedback.

Team meetings were also held and covered areas such as operational updates, call bell monitoring, documentation and resident experience amongst others. These included actions to follow up against issues that had been raised.

Feedback surveys were conducted, asking people for their views on a range of topics such as their experience of the domiciliary care service, timekeeping, whether care workers were presentable, if they were respectful and if concerns were dealt with appropriately. We saw that the responses received were positive.

The service made sure that people could access the care, support and treatment they needed when they needed it. People received care and support based on their individual preferences.

Staff understood people’s routines and their choices and preferences for how and when they wished to receive their personal care and support. Managers undertook regular monitoring and reviews of people’s care needs to make sure care and support was provided to people in line with their choices and preferences. The care home delivered a program of meaningful social activities and events for people who had limited mobility and access to the wider community and were at risk of becoming socially isolated in their room. In addition, they had weekly visits from a local GP and employed qualified physiotherapists who managed the care homes onsite physio-room and aquatic assisted pool used for water-based physiotherapy.

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 were engaged and supported by staff to be included and have the same opportunity as

others to receive the care and support of their choice. Staff had received equality and diversity

training and understood people had a right to be treated equally and fairly, and to receive care

and support that met their specific needs. For example, managers and staff confirmed people

had the right to choose the gender of staff who provided their intimate personal care.

Care plans contained detailed information about people’s spiritual, cultural needs, as well as

sexuality. Staff were aware of people’s different faiths, culture and sexuality and knew how to

protect them from discriminatory behaviours and practices. People who were in a couple could

also choose to stay together in the same suite.

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.

Care plans in relation to ‘death and dying’ were in place. These included peoples wishes around the care they wanted to receive to towards the end of their life and other considerations such as burial arrangements. There were anticipatory medicines for people, these are medicines for pain relief kept in advance to treat sudden or distressing symptoms, particularly in the last days of life.