Helena Road

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. This is the first assessment for this newly registered service. This key question has been rated 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 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 was person-centred, in line with people’s individual needs. Care plans were person centred, and staff understood how to support people. We observed them doing so, for example, offering people activities that they enjoyed. Each person was also provided with a lunch of their choice, different from the others. However, for one person who was given fish with potatoes they were not offered or served any vegetables with their meal. Other people were served vegetables. We discussed this with the registered manager who told us they would take steps to address this in future.

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 worked with people and their relatives to provide consistent care. People’s needs were understood by staff. The provider worked with the local authority to meet people’s needs. People’s needs were met in relation to equality and diversity. For example, through the provision of culturally appropriate food and supporting people to visit places of worship.

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

Staff showed a good understanding of people’s individual communication styles, and these were covered in care plans. The service used a variety of communication methods with people. These included the use of pictures to help plan meals and activities, along with documentation provided in pictorial formats.

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.

Systems were in place for listening to and involving people. The provider had a complaints procedure which was produced in pictorial format. Residents’ meetings were held. Minutes showed these included discussions around activities, menus and plans for Christmas. People were involved in developing their care plans.

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

People had access to community-based services. This included health care services such as GPs and dentists and social and leisure services. For example, during our inspection people visited a hospital, a library, a pub, a local park and a fast-food outlet. Other activities included day trips and membership of a local theatre group. There were also a variety of indoor activities. Professional entertainers came to the service about 4 times a year to do a show. There was a karaoke machine which people were seen to be enjoying during our inspection and there was a sensory room. People told us they enjoyed the activities at the service.

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.

The provider supported people in areas such as personal care and medicines. This was done in line with people’s assessed needs. The service also worked alongside other agencies such the local authority and health care professionals to help ensure people’s needs were met. The provider had a policy on equality and diversity which helped to guide practice in this area.

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.At the time of our inspection, no one was receiving end of life care, although end of life care was covered in people’s care plans.