Rathside Rest Home

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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.Staff provided care that was kind, respectful and tailored to people’s individual needs. People and relatives consistently said staff understood them well and treated them as individuals. One relative told us, “The carers are very good… they handle [Person]’s dementia in a very respectful and patient way.” Relatives described staff knowing personal preferences and routines, and said their family members felt at home in the service. People said staff took time to talk with them and build meaningful relationships.

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 received care from familiar staff who knew their needs well and supported them consistently. Relatives described staff as competent and attentive, noting that “there always seem to be enough staff around” to meet needs safely. Staff demonstrated a clear understanding of people’s health conditions and worked effectively with professionals, who said communication with the home was excellent and that the staff “actually care” and escalate appropriately when needed. This ensured continuity and timely responses to changes in health.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.People and relatives told us they were routinely informed about changes in care, health needs or incidents. One relative said, “If something happens, they ring straight away to say what’s happened and what they’re doing about it.” Staff described using written notes, whiteboards and pictures to support people who needed information in accessible 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.People and relatives said staff listened to them and took their views seriously. One person told us, “I’ve no concerns, but if I was worried about anything at all I would talk to the management and the carers,” and they felt confident action would be taken. Staff told us they encouraged people and relatives to raise issues, and that concerns are shared with the whole team so improvements can be made. Relatives said they were involved in care plan updates and consulted on any proposed changes.

The provider made sure that people could access the care, support and treatment they needed when they needed it.People told us they could access support when they needed it and staff were responsive to unplanned needs. Relatives said there were always staff available to help and that support was never restricted, including for people who were cared for in bed. Staff also described knowing when to escalate equipment or mobility needs to ensure people were not disadvantaged. They gave examples of working with therapists and external partners to secure aids or urgent reviews.

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.People reported being treated fairly and respectfully, with no concerns about discrimination. Staff demonstrated an understanding of equality and human rights and told us they felt confident advocating for people if needed. Relatives consistently described positive experiences and said their family members were safe, comfortable and well cared for regardless of their abilities or health conditions. Staff talked about adapting communication methods to ensure everyone was included.

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 and relatives were supported to discuss future needs, and staff demonstrated an understanding of good end‑of‑life care. Staff described end‑of‑life care as “peaceful, pain free and dignified… what that resident wants”. Relatives confirmed they were involved in decisions when needs changed and said staff consulted them about moves, room changes or care plan updates. People felt staff treated them with compassion when discussing future wishes.