Capwell Grange 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 inspection we rated this key question good. At this inspection, the rating has remained good. This meant people’s needs were met through good organisation and delivery.

This service scored 71 (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 and staff team made sure people received person-centred care that was in line with their preferences, likes and dislikes. Staff were able to tell us how people liked to be supported and clearly knew people well. For example, 1 person was having some difficulty expressing themselves. Staff supported them to express themselves with dignity and respect in private showing a good understanding of person-centred care for the individual. People’s care plans were detailed and contained information about their social and life history and the ways they liked to be supported. The majority of people and relatives were positive about how they were supported. One person said, ‘‘Very happy here I am. I wouldn’t go anywhere else.’’ A relative told us, ‘‘[Staff] are very respectful of [family member] regardless of how they are feeling each day. They respect their space and choices.’’

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 and respected people’s cultural support needs, in relation to the food they chose to eat and the religious practices they wished to follow. The staff team was consistent, so people knew who was supporting them and had good continuity of care. One person said, ‘‘There is something going on most days and we all sit together and take part if we want to.’’ A relative told us ‘‘[Staff] are good at making sure [family member] has [culturally specific] items available to them at all times.’’

The provider did not always supply appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Whilst, forms of communication such as pictures and objects were available to support people, they were not consistently used by the staff team to support people. Documents such as care plans and meeting minutes with people were not always available in ways all people would understand.

However, we observed staff speaking with people in a slow and relaxed way to help make sure people understood what was being communicated with them. Staff showed people choices of meals and clothes to wear physically to help support them to make decisions easier. People and relatives were invited to meetings to discuss what was happening at the service so information could be shared with them. Staff had daily handovers to discuss how people’s support needs may have changed or any other information they needed to know. One person was able to easily make a choice of what to eat and signed they were happy to have done this. A relative told us, ‘‘We are always made aware of what is going on at the service.’’

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment, and support. Each person had a specific day each month where they were given the opportunity to speak on a 1 to 1 basis about their care and support. People and their relatives were given the opportunity to be involved in discussing care plans and risk assessments. Staff were knowledgeable about signs and cues people who did not communicate verbally may use to feedback about how they were feeling with their care and support. One person said, ‘‘We have lots of chats about how things are going, and staff always listen.’’ A relative told us, ‘‘We had a really in-depth discussion about [family member’s] care when they moved in and we are asked for our feedback about any changes regularly.’’

The provider made sure that people could access the care, support, and treatment they needed when they needed it. Staff supported people to contact health professionals such as GP’s or speech and language therapists if necessary and supported them to attend appointments with these professionals. Professionals were positive about how the staff team worked with them to support people. The service was accessible for people, and they were able to move around their home easily.

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 enjoyed the social past times on offer such as playing bingo, karaoke, going out for coffee, or playing games with the staff team. People had experienced good outcomes living at the service. For example, people had been supported to maintain healthy weights and not develop pressure sores. Some people had been supported to regain their mobility or become more confident and take part in more social experiences at the service. One person said, ‘‘I feel better every day I live here.’’ A relative told us, ‘‘[Staff] really try their best to involve [family member] in what is going on. We have noticed a big difference in how happy they are.’’

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 supported people and their relatives to discuss and put plans in place for the future including the end of their life. They knew how to support people and their relatives with understanding and empathy at this time and knew how to contact other agencies for support if necessary. There were multiple messages thanking the staff team for the support they gave people at the end of their lives from people’s relatives.