Archived: Summerhill 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.

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. One person told us, “I am treated with the utmost care and respect. My care is tailored to me and what my needs are. We are all different and the staff treat us as such.”

We observed staff making sure people were happy and comfortable with the care they received and listened to people’s thoughts and views. For example, we observed staff using equipment to support a person to move from the lounge to the dining room. The staff members spoke with the person about what was worrying them, provided reassurance, asked for their consent and explained step by step how they were supporting them.”

If people wanted to have their care provided in a different way, staff respected this and delivered this in line with people’s wishes.

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. Staff understood the importance of working closely with a range of other agencies including GP practices, specialist nurses, speech and language therapy and social workers.

One staff member told us, “When a person had problems with [health device]. The senior carers rang the district nurses who came out straight away and resolved the issue.”

One professional visiting the service told us, “Staff really care about the people they support and have great relationships. The provider approached us when they felt a person’s needs had changed and wanted to consider a change in their care to improve their quality of life. We agreed with this, and it proved to be a really positive change for the person.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Staff understood people’s communication methods and styles and gave information in a way which meets people’s communication needs. One visitor told us, “The staff communicate with [person] really well and sometimes it’s not easy.”

One staff member told us, “When needed, we help people to make choices by showing them different clothes from their wardrobe and by showing them the actual food available at mealtimes.”

We saw staff communicate with people in an appropriate way, speaking clearly and allowing people time to respond, where required.

The provider kept people, and their relatives informed of events on their social media page.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support.

We saw evidence of the registered manager responding to and acting on complaints in a timely way and using the duty of candour.

Residents and relative’s meetings took place in which people were able to give feedback about the service. Staff updated people on actions taken following these meetings. People told us they felt listened to and received good care. One visitor told us, “I know who to complain to if necessary and have had meetings with staff. My feedback has sometimes been acted on which I appreciate.”

Service user feedback was collected and acted on by the registered manager.

The provider made sure that people could access the care, support and treatment they needed when they needed it. The home was easily accessible for those with mobility difficulties. The service contacted emergency services when required and knew when to involve specialist services in people’s care. One person told us, “I discuss my care with staff on a regular basis. When we need to make changes, the staff deal with it. The staff are very capable. I have dressings changed and they are done perfectly.” Another person told us, “The doctors have always been called if they were needed. The staff have dealt with all my appointments.”

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. Staff and managers expressed a commitment to ensuring people did not face discrimination and had equal opportunities within the home.One staff member told us, “We put music on for [person] who gets anxious [during care activity] and it really helps them feel comfortable. We also have a sensory area we are developing.”

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. One person, who had been receiving end-of-life support when they first arrived, told us, “I am nothing short of a miracle. My care in this home is what has got me from death’s door to going home to live independently.”

One staff member told us, “Staff treat people like family, and some come in on their days off to spend with people receiving end of life care.”