Russell Green 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. This is the first assessment for this home care service. This key question has been rated 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.

People were at the centre of decisions about their care and received support that reflected their individual needs, preferences and wishes. Care plans contained personalised information about what mattered to people and how they wanted to be supported. A person said, “Well I tell [staff] what I want and they know what I need and know what to do.” People's needs were reviewed regularly to ensure care remained appropriate and responsive to any changes in their circumstances.

Staff understood the importance of building relationships with people and getting to know them as individuals. Staff were able to describe people's preferences, routines and the outcomes they wanted to achieve. Care was delivered in a way that reflected people's choices and promoted their wellbeing. One person told us, “If you’re having a bit of a down day, [staff] will speak to you and make you feel better.” Another person said, “You are made to feel valued and not a nuisance or inconvenient.”

People and relatives spoke positively about the approach taken by staff. A relative wrote in a feedback form, "[Staff] are friendly. Chatty staff who have taken the time to get to know my [family member] and how they live. They are always positive." Another relative told us about how staff supported their family member in the community. They said, “When [my family member] went out for the day; there was always someone with them. [Staff] took wonderful care of them.”

The management team took steps to ensure people felt comfortable with the staff supporting them. Newly recruited staff were introduced in person and spent time shadowing more experienced staff before providing care, which meant people were not supported by staff they had not previously met.

Staff knew people well and worked alongside relatives and external professionals when additional support was needed. Changes in people's needs were communicated appropriately, and care was adapted to help ensure people continued to receive support that reflected their current circumstances.

The management team were clear in their plans to only accept care packages for people they knew they could provide well. They also aimed to not grow too big too quickly in order to maintain the quality of care. People told us they received reliable support from staff who knew them well and understood their needs.

Care plans were reviewed regularly and updated to reflect changes in people's circumstances. The management team maintained oversight of people's care and worked to ensure support remained responsive, flexible and centred on people's individual needs and choices.

People and, where appropriate, their relatives were provided with information about the service and their care in ways that helped them make informed decisions. Information was available in formats people could understand. The provider considered people's communication needs and adapted information where required. For example, cue cards were used for a person to help them understand information being shared and to speak up about their choices.

People were encouraged to be involved in discussions about their care and were given information about the support they received. One person said, “[Staff] communicate and take in what is going on when they come to visit.” Care records contained information about people's needs, preferences and agreed outcomes, helping to ensure staff had access to accurate and up to date guidance.

People were encouraged to share their views about their care and felt able to raise concerns or provide feedback about the service. People and relatives told us they knew how to raise concerns and were confident they would be listened to. One person said, “If I were worried I would speak to a member of staff.” Another person told us, “I have had no problems that way at all. If I had any complaints, I would voice them, but like I said, [staff] are all very good at what they do and I can only praise them for the support they give me.” A relative wrote in a feedback form, "If [my family member] raises a concern, it is dealt with immediately and sensitively." Another relative told us, “I am happy to raise any concerns, they are amazing if I have anything I am concerned about.”

Staff involved people in discussions about their care and support at reviews and during care visits, which provided opportunities for people to discuss whether they were happy with the support they received and whether any changes were needed.

The provider actively sought feedback from people and relatives through a range of methods including complaints, phone calls and surveys. Clear complaints procedures were in place and viewed as opportunities to learn and improve. Feedback was reviewed by the management team and considered alongside other information about the service to identify areas where improvements could be made.

People's circumstances, preferences and support requirements were considered when decisions were made about the care provided. The provider took an inclusive approach and worked to ensure people were not disadvantaged because of their personal circumstances, communication needs or protected characteristics. Where people required access to local facilities such as health services and shops staff supported them to do so.

Care was planned around the individual and adapted where required to ensure people could access support in a way that met their needs. People received care at times that reflected their agreed support needs and preferences. The management team reviewed people's needs regularly to ensure care continued to be accessible, responsive and appropriate as circumstances changed.

The provider promoted equality and inclusion and worked to ensure people experienced positive outcomes regardless of their background or personal characteristics.

Assessments and care plans contained information about people's needs, preferences and circumstances. This helped staff understand what was important to people and provide support in a way that respected their individual identities, beliefs and choices.

Staff knew the people they supported well and adapted their approach to meet different needs. People's communication needs, health conditions and personal preferences were considered when planning and delivering care.

Care was delivered in a personalised way to help reduce barriers and ensure people were able to achieve outcomes that were important to them such as communication aids.

The management team maintained oversight of people's care and reviewed information about people's experiences to help ensure support remained responsive, inclusive and centred on individual needs.

People were supported to discuss and plan for the future so their wishes and preferences could be understood and respected. Staff understood the importance of having sensitive discussions about future wishes and worked with people and relatives to ensure their views were reflected in care planning. People's choices were respected and recorded so they could be followed as far as possible.

The provider had experience of supporting people at the end of their lives and feedback demonstrated relatives valued the care provided during these important times. The service had received many cards from relatives expressing their appreciation for the care, compassion and kindness shown by staff including when supporting people at the end of their life. One relative said, “I can only tell you that I don’t think anything could be as good as what the Russell Green service gave us. I was very happy with the service, and I have no hesitation in telling you that Russell Green is a wonderful service.”

Care plans were reviewed regularly and updated when needed to ensure information remained current and reflected people's wishes, helping staff provide personalised support during significant changes in people's lives.