St Clare's Court

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 Outstanding. At this assessment the rating has remained Outstanding. This meant services were tailored to meet the needs of individuals and delivered to ensure flexibility, choice and continuity of care.

This service scored 96 (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 was exceptional at making 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 actively involved in their care, and the service was creative in engaging and empowering people and their relatives. People received care and support which was consistently high quality and placed them at the heart of their care.

Staff had spent time with people and their relatives to gain real insight; care plans we viewed plus speaking with staff demonstrated this. People were encouraged to have goals and aspirations for the future, and staff worked hard to help people achieve these.

The provider had an exceptional understanding of the diverse health and care needs ofpeople and their local communities, so care was joined-up, flexible and supported choice and continuity. Assessments were undertaken before people moved into the service and individuals’ needs were fully reviewed to ensure suitability within the service. Good links were made with other care providers to facilitate a smooth transition from one service to the other.

We saw records of people having input from other services; for example, speech and language therapy records were present and clear, there was input from a physiotherapy team and a weekly GP ward round.

Care plans we reviewed were very person-centred and written in corroboration with the person and others who were important to the person. The service had a dedicated activities team who took pride in working with people in the service and knew them well. Individuals looked forward to what the activities co-ordinators had planned in advance and care plans described how people enjoyed certain activities and included specifics on how staff might receive positive responses from people.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

The provider was exceptional at enabling people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff always involved people in decisions about their care and told them what had changed as a result.

Resident, relative and staff surveys were conducted and reviewed periodically, with clear actions taken where suggestions for improvement were made. Verbal feedback was also documented where people struggled to complete the written surveys. The registered manager had an open-door policy which people, relatives and staff confirmed provided them with the confidence and support to speak freely. This enabled individuals to raise concerns or suggestions with confidence, knowing they would be heard, and action would be taken, which fostered trust and a sense of partnership.

Where changes were made, staff involved people in decisions about their care and told them what had changed as a result. This transparency and respect reinforced people’s sense of control and autonomy, contributing to positive emotional well-being.A person told us, “I never feel left out of the loop, the manager is always available to talk, when things happen, I’ve always been informed, it just builds trust.”

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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

Staff and leaders continued to actively listen 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 supported people to be empowered to make choices about their life.

Human rights principles were echoed throughout people’s individual care plans. The staff team showed these in practice, through a variety of ways, such as ensuring people and their relatives had the opportunity to visit the service for themselves prior to admission and be a part of the decision-making process.

The culture of St Clare’s Court was focused on allowing equity of access to all, this enabled people to flourish and to be supported in aspects such as following a chosen religion, accessing community services and building lasting relationships with other people to live a full life.

People were given exceptional support to plan for important life changes, so they could make informed decisions about their future, including at the end of their life.The provider continued to strive to be innovative in providing person-centred end of life care based on best practice. National guidelines were followed by the provider, and we saw lessons were learned due to the registered manager reflecting on each person’s experience of death and implementing new actions where appropriate.

People'send-of-lifeplanstookintoaccounttheirrequirements,whichincludeddecision-makingabilities,communication,andcapacity. The service worked well with external health and social care teams to ensure any palliative care preferences and wishes were implemented and fully respected. The staff team had received training in dying and bereavement and understood the importance of people’s needs being met.

As part of the assessment and care planning process, the service addressed people's needs relating to their faith, spirituality or religion. Access to various faith or religious communities was encouraged.