Southlands Court Residential 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 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 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 did not always make sure people were at the centre of their care and treatment choices and they did not always work in partnership with people, to decide how to respond to any relevant changes in people’s needs.

Care and support plans were being reviewed at pace, as part of the provider’s service improvement plan. This was to ensure they reflected people’s health and social care needs, likes, dislikes and current and future wishes, and would receive personalised care and support.

Staff conversations focused on ensuring people received person-centred care and support to aid their physical and emotional needs.

On our first day there was a lack of meaningful and stimulating activity taking place with people to aid their overall well-being. We discussed this was the management team. They explained they were in the process of securing a range of outside entertainers to visit the service, which included singers and a pat dog. On our second day at the service, people were enjoying a music quiz in the afternoon.

Following our visit, the management team communicated, “We have a dedicated activities/wellbeing coordinator who supports residents with meaningful engagement, including residents who choose not to participate in group activities. The Provider has approved a dedicated budget to support meaningful activity provision. We are currently in discussions with Holsworthy Rural Community Transport to facilitate community access and external activities for willing residents. To date, the residents have already welcomed various entertainers. A local school has also responded positively to discussions on some intergenerational activities.”

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 confirmed they received care and support in line with their personal preferences and assessed needs.

Staff confirmed people received care and support in line with their care plans and risk assessments.

There was continuity in people’s care and support. A member of the management team explained skilled staff were integral to enable people’s assessed care and support needs to be met. They also told us people received support from a consistent staff team. This ensured people were able to build trusting relationships with staff who knew their needs.

There was evidence of the service liaising with health and social care professionals on a regular and timely basis and making onward referrals to specialist teams. For example, speech and language therapy (SALT) and dermatology.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

Care records were being reviewed in line with the provider’s service improvement plan, to ensure they contained clear communication plans explaining how people communicated. This work was being completed at pace.

People were supported to understand information through their preferred communication methods. For example, the use of short sentences and the use of non-verbal cues.

Staff were able to communicate with and understand each person’s requests and changing moods as they were aware of people’s known communication preferences.

People received information in a timely way that met best practice standards, legal requirements and were tailored to individual needs. For example, with the help of specialist support from the speech and language team (SALT).

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.

The service had a culture of open and honest discussions, and any issues were dealt with immediately.

There were regular opportunities for people, and people that matter to them, to raise issues, concerns, and complaints.

The provider had introduced a log to record complaints in order for them to be acknowledged and responded to in an appropriate time frame. The service had not received any recent complaints at the time of our assessment.

Complaints were seen as learning opportunities and the provider reflected on how the service could improve.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

People confirmed they were able to access care and support from staff as and when required.

Staff confirmed people had equal access to care and support because the provider prioritised, allocated resources and opportunities as needed to tackle inequalities and achieve equity of access.

People’s equality, diversity and human rights were respected by staff, who had received equality and diversity training.

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’s care, treatment and support promoted equality, removed barriers or delays, and protected their rights.

The provider was in the process of implementing a monthly rolling care review schedule to ensure changes to people’s care and support were captured in collaboration with people, so they felt empowered and in control of their own lives.

The service worked with other health and social care professionals in line with people’s specific needs. Care files showed evidence of professionals working together. For example, GPs and community nurses.

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.

The provider informed us they were reviewing end of life care plans with people to ensure their wishes were clearly documented.

People were supported to have peaceful, comfortable, and dignified end of life care in line with national best practice guidance.

Staff received training to ensure they were confident in providing kind and compassionate end of life care and support.

Staff said, in the event of providing end of life care, they worked closely with the community nursing team, GPs and family to ensure people’s needs and wishes were met in a timely way.

The service ensured people had treatment escalation plans (TEPs) and worked with health professionals to ensure people’s final wishes were respected.