Seymour House-Northwood

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 service met people’s needs.

The last rating for this key question was good. At this assessment 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.

Care plans did not always reflect people’s individual needs or how these should be met. They did not give enough detail about individual preferences or routines. For example, 1 person’s care plan stated, “Collaborate with [person] and [their] family to identify and incorporate preferred routines into [their] care plan.” However, there was no information about what these were or evidence to indicate the person or their family had been consulted.

Staff did not always follow actions set out in people’s care plans. For example, 1 person’s care plan stated they should be supported by staff to use “communication tools, speech generated devices and pictures.” Staff did not use these methods to enhance communication with this person or anyone else. At times people did not understand what staff were saying. We witnessed staff repeatedly saying the same phrases and information without trying alternative methods to help the person understand.

People told us they felt well cared for and had regular showers. We saw people were well presented in clean clothes.

The provider ensured people received joined up care and could access other services. They were supported by a community matron to make sure people’s healthcare needs were met. Managers liaised with social workers and others to identify when people needed additional services or support. Some people accessed local community groups, including 1 person who attended a community cooking group. People and their relatives told us some people were supported to go to local shops and events in the community.

The provider ensured information was provided in different formats and languages for those who needed. There were pictorial menus on display and photographs of the staff working at the service. Some people spoke different languages. There were staff available to speak in these languages. People and their relatives told us they had the information they needed.

The provider listened to and had systems to involve people and their relatives. There were regular meetings where they shared ideas and asked people for feedback. People confirmed they attended these. There was a complaints procedure and people knew how to make a complaint and felt confident these would be investigated. Comments from people using the service and their relatives included, “If I thought something was wrong, I would say so. It would be dealt with. Very straightforward” and “I would speak with the nurse in charge if I had a complaint.”

People could access the support and treatment they needed. The provider liaised with different community and faith groups who provided support. The provider helped people to access services outside the home.

The provider had policies and procedures relating to equality and diversity. People told us they did not experience discrimination at the service.

Staff supported people to plan for the future. Some people living at the service were supported with end-of-life care. Relatives explained they were happy with this care and support. One relative told us, “I can’t fault the care [person] has received.” Staff worked with external professionals to help manage people’s pain and comfort. The registered manager told us relatives were allowed to stay with loved ones if they needed and wanted. The registered manager also explained they discussed individual wishes, such as religious or cultural needs, with people using the service and their families to make sure these were respected and met.