Thurlaston Meadows Care Home Ltd

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• 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. People could live their lives the way they wished because staff provided them with the care they wanted. People’s care plans showed us staff had considered people’s unique lifestyles and considered these with people when planning their care, so people could continue to do what was important to them as safely as possible. One person said, “I do know about my care plan and have discussed it. I think that the staff knows me very well.” People’s care plans and reviews reflected their individual preferences and needs and what mattered to them. People told us they valued living at the home because of the way they were supported. Relatives told us their views on their family member’s needs were listened to and their family member’s care was adapted as their needs changed. One relative said, “I am very active with my [person’s name] care and vocal about their needs. When [person’s name] needs changed we discussed these and adapted her care plan.” Relatives highlighted how well their family members were responded to as individuals. One relative said, “I can see [staff] look at the colours they wear and spray them with their perfume. It’s the little things, I know staff appreciate my [family member] and where I come from.” Staff said they were encouraged make suggestions for developing people’s care plans further. Staff told us people’s care plans provided them with the information they needed to respond to people’s needs and preferences. However, we found some instances where staff would benefit from further guidance in relation to moving people safely, how staff would know a person was anxious and one instance where a person’s care plan required expanding to provide staff with further guidance in relation to their diabetes management. The registered manager took immediate action to address these areas.

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 and relatives told us the care provided met people’s needs and expectations and was provided by a consistent staff team, including when people moved from short term to long term care. Relatives gave us examples showing how their family member’s health and well-being was met as staff worked in a consistent way with them and liaised with other health and social care professionals effectively. Health and social care professionals were complimentary about the way staff worked with them to promote people’s health needs. Staff understood the importance of promoting people’s well-being and relatives said staff encouraged their family members to do things they enjoyed. One relative explained, “Staff encouraged [person’s name] from day 2 to do her knitting and have a chat. [Person’s name] asked for us to bring her knitting wool in from home.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People told us staff understood their communication needs and took action to support them. One person said they had sensory support needs and told us, “We use the white board to communicate.” People’s communication needs had been assessed and reviewed over time. Key information was available to people in pictorial formats, such as menus, to aid people's understanding. Staff recognised people had differing communication skills and preferences and understood the links between some people’s sensory needs and communication preferences. Staff told us resources to support them to assist people with their communication and sensory needs had been made available, so people’s sensory and communication needs would be met.

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 and relatives had regular opportunities to provide feedback on the care provided, through discussions with staff, care plan reviews, surveys and meetings. One person said, “At residents’ meetings [staff] would act on suggestions.” Another person told us, “They ask our opinions at the meetings. Any gripes are normally followed through.” People knew how to raise any concerns or complaints, should they wish to. A person told us, ”I could raise concerns to any member of staff if I had concerns, but I have no issues.” Most relatives told us they had not wished to raise any complaints or concerns because the quality of care was good. A relative told us they had raised a concern with the registered manager, who had encouraged them to formalise this, so it could be investigated thoroughly. The relative said, “We sat down and spoke about. I felt really supported. [Registered manager’s name] replied through email and letter with the outcomes and how they changed some things. I remember it was handled professionally, and staff listened to what I had to say. I didn’t have any reasons to take it further.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. People’s protected characteristics were considered when their care was assessed, planned and delivered. Staff gave examples showing how they adapted people’s care so their protected characteristic relating to their well-being needs and physical health needs were met when they cared for people. This included carefully considering how they could offer and continue to provide care for people from marginalised groups, who were often subject to social exclusion.

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. A relative told us about the way their family member’s protected characteristics were considered when their care was assessed, planned and delivered and said, “[Person’s name] was treated fairly and the care was really good.” The relative said even staff made every effort to integrate them into life at the home. The relative told us, “[Staff] put them into a specialist chair and brought them down to the lounge so they could spend time with other residents. That was nice.” Relatives told us their family members had improved well-being because of the support staff had provided. Staff gave examples showing how they supported people from marginalised groups to access the service and achieve the best possible outcomes.

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 had begun to work with people and their relatives to find out what good care meant for them in the future, including at the end of people's lives and to record this in people’s care plans. Relatives told us the care provided to their family members at the end of their lives was good. Relatives described being partners in their family members care at this crucial stage of their lives. One relative told us their family member had decided they wished to spend their last days at Thurlaston Meadows Care Home Ltd. The relative said their family member’s GP and staff had worked together to achieve this. The relative told us, “We agreed the palliative care at home and they had McMillian nurses to come into the home. The home had a plan in action, got all their medication all sorted in case they needed it, to make sure it was as a peaceful as possible. Relatives told us staff consistently ensured they continued to encourage people to have enough to eat and drink. One relative said, “Staff were very good. Anything [person’s name] wanted to eat and drink they would do their best to get it for them.” Another relative told us, “[Person’s name] loved their chocolate and there was always chocolate for them, even towards the end.” Relatives said their family members were treated with compassion and sensitivity during their end of life care. One relative said, “[Person’s name] was scared and the [staff] sat with them, just being there and comforting them. [Staff member’s name] even took a teddy in with them, because they knew [person’s name] got scared, particularly at night. Whenever they were scared they would hold on to the teddy. This was a such a good thing, it helped them at night and I think it helped them sleep better.” Another relative told us, “You feel like [staff] actually care. Staff were sat with them all the way towards the end. Every effort was made to make it peaceful and compassionate as they could.” Relatives said staff took time to support them, too. One relative said, “For me, it was knowing when I left [person’s name] was being looked after, knowing someone was with them and was cared for was very important. [Person’s name] knew they mattered to the staff. [Staff] would hold their hand or give them a cuddle. [Staff] weren’t afraid to do that, and reminisce about times, as far as I am concerned they were very good. We were around, we worked together and felt we could all lean on one another.” Another relative highlighted the provider and staff across all the teams at the home had been supportive to them. The relative said, “Little things they did when we were going through a bad time, they helped. The home did the food for the wake. It was excellent the chef based the food on [person’s name] favourite stuff. Staff even came to the funeral.” Systems were in place to record people’s future plans end of life wishes in their care plans.