Steep House 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.

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 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.

Staff were person centred in their approach to people. We saw a staff member assisting a person to eat their meal in an unrushed manner, using a teaspoon so they only had to swallow small mouthfuls. We also saw staff members worked well as a team as they patiently supported a person who was agitated. All staff involved were non-judgemental in their approach and supported the person over a prolonged time with kindness and understanding.

People and relatives reported staff kept them up to date about people's changing care needs and adapted their care accordingly. A relative said, "We are involved in the care plan, as a family. We are also kept well informed if anything changes.”

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.

Staff understood the health and care needs of the people they supported. Staff received training in relation to the needs of the people supported, for example, in relation to dementia care, falls prevention and pressure area care. Staff had completed mental health first aider training and were due to attend further mental health awareness training.

Staff ensured people’s care was co-ordinated and responsive. A health care professional confirmed, “When we ask for things to be done, they get done. They [staff] change and adapt to people’s needs.” A relative said, “It’s a slick operation, great teamwork.”

People's care plans reflected any support people received from either their relatives or other services such as advocates, to ensure joined up working.

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

People's information and communication needs were assessed, prior to their admission and reviewed regularly. People could be provided with information in a range of alternative formats as required. These included for example, large print, pictures and audio. We also saw staff using ‘show plates’ at lunchtime to people living with dementia, to enable them to make their choice.

Staff used communication folders where the person both needed and wanted one to aid communication. A relative told us how their loved one did not communicate verbally, but said as staff knew them so well, ‘they [staff] could interpret what they [person] wished.’

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 processes to enable people and relatives to raise any concerns which were then investigated and the outcomes shared. People and relatives told us if they had a complaint, they would raise it with the registered manager and felt sure it would be dealt with quickly and appropriately. We saw when complaints had been made, they were investigated and any required actions taken.

People and relatives were also able to provide feedback on the service through the resident’s meetings and feedback surveys. We saw when feedback was received, it was used to make improvements, for example in relation to the system for labelling and tracking missing clothes.

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

People’s care plans noted their needs and any adjustments required to ensure they had equal access to the services provided. There was clear signage around the home to enable people including those living with dementia to orientate themselves. The home was well-equipped with any equipment people required to support the safe delivery of their care. The garden was accessible and there were raised planters for use by people who used wheelchairs.

The home building was not purpose built. The corridors whilst wheelchair accessible were relatively narrow and there were some steep staircases. However reasonable adjustments had been made and staff were skilled at supporting people who used wheelchairs and required support to mobilise around the home. The stairs were secured for people's safety and there was a lift for people’s use.

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 had care plans for their specific care needs, including those related to their protected characteristics. Staff had a good understanding of people’s needs related to sight loss. We observed staff assisted a person who had a visual impairment, explaining exactly where they were and what was going on. A relative confirmed, "[Person] is losing their sight; there is always someone around to help."

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 had end of life plans and were asked about their wishes for their care. Staff told us how they supported people at the end of life and we received positive feedback from relatives about how their loved one was supported by staff with their end of life care.

Staff told us staff from all departments completed end of life training. Staff were informed when a person was approaching the end of their life. A staff member said, “This is the last thing we can do for this person so we must do everything we can to get it right.”