Andrews Court Care 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 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.

The management team and staff made sure people could access the care, support, and treatment they needed when required. We observed staff making sure people were happy and comfortable with the care they received.

Staff used equipment to support people to move around independently, they used technology to provide additional oversight to keep people safe. The registered manager had sought 1 to 1 staff support to manage people’s changing needs. This provided continuous support to meet their physical and emotional needs.

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 registered manager told us when using agency staff they sought to employ the same staff members. This promoted a continuity of care for people.

When necessary, staff accompanied people to attend health appointments and welcomed health and social care professionals into the care home. Management consulted with health professionals weekly to discuss new and ongoing health concerns. One health professional told us, “I have found the management and staff team to be both reactive and proactive in responding to the changing needs of their residents and committed to supporting residents to remain well cared for within the community.”

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

Staff communicated with people in their preferred way, speaking clearly, making eye contact, and allowing people time to respond.

Some care records did not always hold the correct information about people’s current health needs. The provider took action to improve these records immediately.

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.

There was a complaints procedure which was accessible to people and those who were important to them. People and their relatives said they knew how to make a complaint and would feel comfortable doing so without fear of reprisals and believed their concerns would be acted upon. One relative told us, “I could always ring head office, but the manager here would sort things out – we have a couple of great managers.”

The support manager told us feedback was gathered from residents’ meetings. We noted actions had been taken by management after collecting people’s views. This included menu changes and people receiving fewer nighttime checks by staff.

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

The care home was accessible with suitable adaptations, people had appropriate mobility aids, the environment was clear and uncluttered with dementia friendly signage. When care records recorded people needed support with their mobility, we observed people received this support. This promoted their autonomy, allowing them access to all communal areas.

People were supported to appointments. Health and social care professionals also visited them to ensure people received responsive care and treatment when required. Management were supporting people to apply for bus passes to promote access to community-based experiences.

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.

Staff had a good understanding of people and spoke positively about everyone they supported regardless of their support needs. Care records showed people accessed specialist services when required to meet their needs.

The registered manager worked to ensure people had good outcomes and experiences regardless of their needs. For example, they worked with health professionals to ensure a person could get out of bed after a long period of confinement. After several assessments they secured specialist equipment to allow the person to sit safely in a chair in their bedroom or lounge. The registered manager told us, ‘[Persons’s family] were overjoyed that their [family member] could once again spend time around others and experience social interaction, as remaining in bed for prolonged periods had negatively impacted their mental wellbeing and quality of life. Seeing [person] able to socialise, enjoy music, and be around others again has brought great comfort and happiness to their family.’

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.

Where people had shared their end of life wishes, these were documented and known by staff. This included DNACPRs. DNACPR stands for ‘Do not attempt cardiopulmonary resuscitation (CPR).’ It means if a person had a cardiac arrest or dies suddenly, there will be guidance on what action should or shouldn’t be taken by a healthcare professional, including not performing CPR on the person.

Regarding end-of-life care, a staff member said, “We make sure that the resident is settled and promote their dignity. We communicate and explain everything, get the right people in to manage their pain and support their families.”

Regarding end-of-life care, a staff member said, “We make sure that the resident is settled and promote their dignity. We communicate and explain everything, get the right people in to manage their pain and support their families.”