Green Acres

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 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’s care plans reflected their physical, emotional and social needs. Staff encouraged people to make decisions about their care and included their families in care planning and reviews.

Relatives said staff understood their family members’ individual needs well, which helped ensure their family members received the personalised care and support they needed. On relative told us, “This comes from their better understanding of him as a person, maintaining good communication, keeping a close eye on him when he tries to reach out, keeping him engaged, being responsive to him as much as possible, conveying to him a sense of security and re-assurance when he searches for it.”

The provider understood people’s diverse health and care needs, so care was joined-up, flexible and supported choice and continuity. People were supported by a consistent staff team who knew them and their needs well. Staff recognised the benefits of this consistency, with one member of staff telling us, “The support workers have worked in this place a long time. I think this helps. We know the people very well.”

Relatives said the provider ensured people received their care from staff who had the personal as well as professional skills to support their family members. One relative told us, “They try to allocate staff according to their aptitude and natural ability to communicate with empathy rather than simply and routinely assign them. As such they encourage more use of people with good quality experience with [family member], encouraging sharing that knowledge.”

People did not always have access to appropriate, accurate and up-to-date information in formats that were tailored to their individual needs.

Staff had developed individual weekly planners for people in accessible formats which were designed to support people to understand what they had planned each day. However, all but one of these was out-of-date, which meant people did not have access to accurate, up-to-date information. We shared this feedback with the registered manager, who told us they would take action to ensure up-to-date, accessible weekly planners were in place for all the people living at the home.

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 provider had a complaints policy, available in an easy read format, which set out how any complaints would be managed. Relatives were confident that any concerns they raised would be taken seriously and receive an appropriate response. A relative who had raised concerns previously said, “Our concerns were addressed as time permitted. We are pleased that the management is now keen about addressing them better.”

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

Leaders were alert to discrimination and inequality that could disadvantage people in accessing care and support. The provider used feedback to improve access for people more likely to experience barriers or delays in accessing care.

Staff and leaders actively listened to information about people most likely to experience inequality in experience or outcomes and tailored their care and support in response to this.

People’s care and support promoted equality, removed barriers and protected their rights. People’s experiences were listened to and acted on to improve care. The provider complied with legal equality and human rights requirements, including avoiding discrimination and having regard to the needs of people with different protected characteristics.

People were supported to plan for important life changes, so they would have enough time to make informed decisions about their future, including at the end of their life.

The provider’s Pathway Tool provided a structured process which staff used to support people to plan for, and make decisions about, the future. The tool recorded people’s previous achievements, individual aspirations, and the actions needed to achieve these goals.