Belvidere Court 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 good. At this assessment the rating has changed to outstanding.

This meant services were tailored to meet the needs of individuals and delivered to ensure flexibility, choice and continuity of care.

This service scored 89 (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 was exceptional at making 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 were always at the centre of all the care they received. Without exception, care plans and risk assessments were individualised and detailed. They considered what was important to people, including family members and they considered people’s likes, dislikes and preferences. People and, where appropriate, those important to them were involved with all aspects of their care and decision making.

For example, 1 person was admitted from hospital into the home unable to eat or drink orally. They therefore required specialist equipment to help them safely eat and drink. The person and their family spoke with staff about how they ‘loved’ food and how important food was to them. A proactive referral to the Speech and Language Therapy team was made as staff identified the person wished to eat food and drink orally again. An assessment took place and a plan was developed to introduce oral foods into the person’s diet again. This involved carefully planning and risk assessing to ensure it was safe. The person was closely monitored by staff, and it was noted that improvements were evidenced with their swallowing and the person also regained weight. As a result of the improvements, the equipment they used to eat and drink was withdrawn as the person was able to enjoy an oral diet. The family stated how grateful they were for this life changing intervention, as the equipment previously used often would make the person feel nauseous.The registered manager spoke positively about the staff team and said, “Staff identified what was important to the person and took the necessary steps to see if there was an opportunity to enable this”. This meant staff had recognised how eating was important to his person and had delivered care that enabled this.

Other people received care that was also tailored to their individual needs and preferences, including a person who was a football fan. Staff sought out photos, a scarf and some memorabilia for them. The person had the opportunity to attend a football game, which with support from staff they did. The person described this experience and was, “Over the moon” that this had happened. Staff said, “He loves looking at the photos and talking about football matches”. The person’s relative shared their appreciation of this.

Staff worked with people and their families in a person-centred way to ensure everything was individual to each person. Staff knew people and their needs exceptionally well and could demonstrate an understanding of each person they spoke about. We saw this when staff interacted with people.

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.

There were systems and processes in place to ensure people’s care was regularly reviewed and updated. The provider ensured there were systems in place to share this information or changes with staff so people could receive consistent care.

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

People and relatives were happy with how information was provided to them.

People had individual care plans in place which considered how they communicated, the support they may need and any communication aids that people used. People’s individual communication need were considered and people had access to interpreters and information in their preferred language. Information was displayed in various formats for people around the home including pictorial menus and photographs.

The provider shared that information was available to people in different formats if they required this.

The provider was exceptional at enabling people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff always involved people in decisions about their care and told them what had changed as a result.

People and relatives felt involved with all aspects of their care, they felt they were listened to. A relative told us, “We have relatives’ meetings. They keep us informed of what is happening in the home, what events are taking place and we can ask questions and make any suggestions. I would definitely recommend it”. Another relative said, “I have access to the hub, so I can read all about what has been going on with [relative], if she’s had a good or bad day, eaten well or not. I used to go every day to see her, but if I am reassured by what I read then I don’t feel the need to visit as often”.

Feedback was sought from people regularly, either through meetings or reviews. People had the opportunity to attend ‘residents’ meeting where they could share events and things that were important to them, the activities coordinator then worked with people to develop and implement these wishes. For example, 1 person had explained they had a previous job working with dogs, they explained what this had previously meant to them. A ‘pet’ dog had been sourced by staff and now paid regular visits to the home to this person. We saw pictures of the person engaging in this activity and they appeared happy.

Another person had expressed they wanted to go to the seaside. This was organised by staff and the trip took place. Other people became involved with this and requested if they could also attend as this was something which they would also like to do. As the day trip was successful, a holiday was now being planned by the staff team for people who wished to participate. The deputy manager told us, “A hotel was found to meet the needs of the residents, it was hoist friendly, recliner chair and wheelchair friendly.Five staff members including a nurse, will be accompanying the residents next month. Our resident is very excited for this and talks about it daily asking when he is going”.

The registered manager monitored compliments and complaints. There had been no recent complaints at the service. The registered manager was able to explain the action they would take if concerns were raised and told us this was in line with the complaints procedure that was in place. People had access to an advocate if needed. The service promoted advocacy and information would be available for people if they needed this.

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

There were processes in place that the registered manager could consider if concerns or changes in people’s needs arose. They had links with external agencies that they could engage with to raise concerns and make referrals if needed.

Staff and leaders were innovative in how they listened to information about people who are most likely to experience inequality in experience or outcomes. Staff and leaders actively used this information to provide exceptionally tailored care, support and treatment in response to this

Staff recognised the importance of people’s cultural needs and supported people to be part of their community and faith. For example, 1 person had what staff described as a, ‘strong faith’. The person listened to prayers on the radio in their bedroom throughout the day, in addition staff noted they watched live prayers from places of worship on the television. The person had shared with staff, that these prayers offered reassurance and a calming effect. Staff identified and recognised the positive impact this was having on the person’s mental health and wellbeing. The person shared they previously attended their preferred place of worship, however due to recent challenges this was no longer possible. With planning and guidance from the staff team, an accessible place of worship was identified that the person could visit. This visit took place and staff described the emotional and positive impact this had on the person. The visit prompted the person to share stories of their past experiences with family members that were important to them. During the visit it was further identified that the person had an interest in the history of this faith. Staff worked alongside the person and their family to source a specialist store which held books on the history of this faith. Books were purchased from this store, which the person now reads daily and speaks about with pride. This ensured this person had the same experiences as other people with this faith may experience.

Another person’s first language was not English. The registered manager and the staff team had identified there was a member of staff who spoke the same first language as this person. The staff member worked with the person and developed a relationship where they could speak in their preferred language and openly communicate. The person shared with the staff member that although they could speak basic English, they were becoming bored as the television was predominately in English and this was something that they did not fully understand.

With the persons support and agreement, the staff team sourced satellite television in this person’s first language. Staff ensured this was installed by a satellite installer who also had the same first language as the person, so the engineer was able to show the person how to navigate the channels and use the remote. The registered manager told us, “We want our residents to enjoy their day to day here and feel at home”, They spoke of the importance of ensuring a culture where everyone felt involved and had the same access to opportunities.

Staff had received training in equality and they considered any inequalities that people using the service may face. They tailored each person’s care to consider barriers they may face to ensure positive outcomes. Staff offered people the same opportunities that they would have if they did not live in a care home, such as going on holidays.

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 was exceptionally responsive to people’s needs and wishes, especially at the end of their lives. For example, a close relative of a person who lived at the home became unwell and required end of life nursing care. This person previously visited their relation daily and maintaining a close relationship with them at the end of their life was very important to them and the person who lived at the service. The provider worked alongside the person, their family and other professionals and they successfully supported them to be admitted to the home. After a short time, the person sadly passed away. The family spoke about the importance of the time their relations had together and the registered manager told us, “They spent quality time together regardless of the circumstances”.

The staff team worked with people to ensure they could be responsive to their needs and they could plan their own care. One person who was able to make their own decisions had decided they no longer wanted to go into hospital when they became unwell. The provider worked alongside the person, their family and professionals to ensure plans were put in place so this could be achieved. The person has not been admitted to hospital since this was agreed.

The registered manager also told us about a plan that was in place to enable a person to become more in control of their life and access the local shop independently. They were working with the person, their family and staff team to implement risk assessments and guidance as the person would need to safely cross the road. The registered manager spoke about the importance of positive risk taking when supporting people to achieve gaols and the benefit this had on them.

End of life care plans were in place for people when needed, they had been completed with people and those important to them, when they wished to. These had considered people’s choices and preferences during this time.