Conifers 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 remained good. This meant people’s needs were met through good organisation and delivery.

This service scored 71 (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 did not always make sure people were at the centre of their care and treatment choices and they did not always work in partnership with people, to decide how to respond to any relevant changes in people’s needs. Care plans did not always identify people’s preferences. For example, 1 care plan instructed staff to follow the person’s plan of care but gave no specific detail about personal preferences such as what toiletries or toothpaste they preferred or what clothes they liked. Care documentation was not always completed in real time. Staff told us all daily records were kept together and completed after everyone had been supported. Staff were concerned this practice would cause documentation to be inaccurate and had raised these issues with the management team.

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 had access to healthcare professionals and leaders worked alongside staff to ensure their advice was understood and followed. Visiting professionals were positive about the way staff worked in partnership with them. One professional said, “When advice or agreed actions have been discussed further, the manager has been open, responsive and willing to engage constructively. Communication has been effective, and where clarification has been helpful, this has been managed in a positive and professional manner.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Throughout the home there was information displayed for people and their representatives to read. People also had access to a service user guide which gave basic information regarding the service and what to expect. Staff were knowledgeable about communication needs of people. Some people required staff to speak slowly and clearly and wait for the person to respond and other’s required pictures to convey information. We saw the menu was presented in picture format to help people understand their meal choices.

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 provider had a complaints procedure which was available in the service user handbook and on the notice board in the home. People felt comfortable to approach staff and leaders if they had any concerns. When asked who they would approach if they had a concern, 1 person said, “Anyone, I would go to someone [if there was a complaint] who would sort it through. I don’t have a problem.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. People had access to all areas of the home and signage was in place to assist people to navigate around the service. People had access to outside space.

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. External professionals told us staff and leaders worked well with them to ensure people received a seamless service and worked well to improve the lives and experience for people living at the home.

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. Staff were knowledgeable about end-of-life care and told us they would ensure people and their relatives were supported in a compassionate way. One professional said, “Conifers support patient centred care at the end of their life, they always try to promote health and wellbeing by promoting choice and control. This can be difficult in patients that are in the last, hours, days or weeks of life. However, the approach is always holistic and individualised care plans.”