Sycamore House

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 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 knew people well and we observed staff interacting with people in a supportive and compassionate way. People and relatives told us they chose what to do each day. A person said, “I am looking at going on a coach ride with my staff, I don't like coaches I get travel sickness so I haven't tried it before. Food is really nice here, I get to choose, we all choose on a Sunday. On a Thursday night we go to a disco night.” People had personal effects which were important to them, such as music and pictures. One person enjoyed using the printer and making scrapbooks out of their favourite photographs. People chose their meals and told us they enjoyed the food. A relative said, “[Name] is never in they go to football, bowling, horse riding, shopping and the cinema. [Name] does all sorts.”

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 were supported to maintain community links and keep in touch with family and friends. For example, 1 person was supported to visit their siblings and keep in touch with them via videocall. The provider had recently extended the home, which had provided people with more living spaces and an activity room. The activities space had games, computers and sensory equipment. People also had access to a patio and garden area.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People had access to easy-to-read information and staff completed social stories with people to help them understand social situations, routines and appointments. People were provided with pictorial formats, such as meals, day and month information. Communication care plans were in place and provided guidance to staff about how to communicate effectively with each person.

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 felt listened to and 1 person told us whatever they asked the staff to do for them, they supported them to do it. Relatives told us they were kept well informed, including any changes to their loved one’s care, incidents or any health appointments. A relative said, “The manager is very approachable and easy to talk to. They always get in touch. [Name] has had 2 small incidents whilst they have been there, and they called me straight away.” People were involved in planning the menu each week and people were provided with alternative meal options should they decide they didn't like what was on the menu.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People had access to a vehicle, which helped them to easily access the community and go on outings. People also accessed public transport, with some people enjoying going on bus rides. Records evidenced people had access to a range of external professionals, such as nurses, representatives and GPs.

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 supported to attend a range of activities, which they chose. For example, 1 person was supported to attend football matches to watch their favourite team, another person wished to go horse riding and they were supported to do this. Another person attended school on weekdays and chose to do activities at the weekends. People were provided with a holiday and day trips, and people were supported to attend community activities such as cinema trips, winter illuminations, restaurants and shopping. A staff member said, “We know what each person likes. Such as [name] likes photographs and [name] likes staying in their room, listening to music and watching their sensory lights.”

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 were supported to achieve planned goals, which focused on planning and achieving people's future aspirations. At the time of our assessment no one was receiving support at the end of their life.