Beeton Grange

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 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.

People were involved in the assessment of their needs and had weekly one-to-one meetings with key workers which were tailored to their individual needs. These meetings were set up to look at different topics, which were relevant to the individual. A relative confirmed they were kept informed of any changes in their loved one’s needs. The deputy manager told us, “There are 11 categories and staff pick 1 area with the person that they want to discuss with them, for example, ‘managing your mental health’. They will sit with the individual and ask how their emotional state is. Staff will discuss with the service user and carry out any actions.”

We observed people eating their breakfast at different times that suited them and staff responded to people’s requests for drinks and snacks during the day.

People were supported to engage in activities that were of interest to them. It was clear people were supported by staff who knew them well. However, the current electronic care planning system did not hold all the documented life history information that the service had gathered for each person they supported. We were advised plans were in place to transfer this information in the coming months.

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.

The service worked with other providers to ensure care and treatment was delivered in a way that met their assessed needs. The provider had good links with the local community mental health team who supported the service. Regular visits to the service took place enabling people and staff to build relationships with the healthcare providers who were supporting them. People had been consulted about places they would like to visit for a trip or day out and many were looking forward to the planned day trip to Blackpool.

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

People were provided with information in a format they could understand. For example, during the Multi-Cultural Day, a pamphlet in the form of national songs, was translated into people’s first language and then English to enable all to participate in the activities and celebrations.

The provider made it easy for people to share feedback and ideas, or raise complaints abouttheir care, treatment and support. Staff involved people in decisions about their care and toldthem what had changed as a result.

Systems were in place to respond to complaints. We saw where a complaint had been received it had been investigated and responded to in line with the provider’s complaints procedure. People’s feedback was sought through weekly 1:1 meetings and surveys.

People had recently completed surveys regarding their experience at the service. Where people had answered they were ‘dissatisfied’ in response to a particular question, follow up action was taken in the form of additional meetings and the re-sharing of the complaint policy. Where only 50% of people reported they felt involved in the planning of their support, additional training had also been sourced for key worker staff in respect of documentation and including people in the development and review of their support plans. This training was underway.

A relative told us they currently had no concerns regarding their loved one’s care but were confident that if they did raise a concern, it would be dealt with appropriately.

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

People had access to a variety of healthcare professionals to support them maintain their health and wellbeing. Recent renovations at the service had improved the accessibility of the living environment and people were able to access different areas of the service and living spaces which provided them with the opportunity to interact with others and engage in different activities.

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.

Management and staff were alert to discrimination and inequality that could disadvantage different groups of people who used their services. The provider reported in their PIR [Provider Information Return] how people were supported to celebrate a variety of festive cultures such was Diwali, Eid, Black History Month, Christmas and Easter. We saw evidence the service actively celebrated the different cultures of staff and people living at the service, improving people’s understanding and awareness of each other’s cultural differences.

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 regional manager advised that plans were in place to introduce a new document that would cover these conversations with people and their wishes. They told us, “If someone wanted to specifically do something, it would be recorded at their weekly one-to-one.”

During weekly one-to-one meetings, people were supported to discuss their wishes, particularly in the short term. The regional manager told us, “Recovery goals are often the little things people are passionate about, i.e. holidays and day trips, we look at them 1 at a time.”