Birch Hall Care Centre

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 service met people’s needs.

At our last assessment we rated this key question requires improvement. At this assessment the rating has changed to 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 told us they were offered choices in relation to their care. Comments included, “They treat me very well, they help me if I need it they are there, they are lovely” and, “All the staff are fantastic they do there upmost best it’s just some of the agency staff just stare at [person].” Staff were seen to be kind and caring and supporting people nicely.

Handovers were completed for shift change and updates through the electronic system. The management team told us, structured handovers were ongoing. Staff knew about people’s individual needs.

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 and relatives told us professionals were involved in their care when needed. The service was working with professionals. A professional told us the service was working with them positively. Care records included evidence that professionals had been involved in people’s assessments and reviews for their care. The management told us a range of professionals were engaged and involved in the service and people’s assessed needs.

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

People told us information was shared with them when there are changes. One said, “Yes, they tell me if there are any changes” and, “If I get any information, they make sure I can follow it.” Staff discussed how they support people in accessing information. They told us, “I follow residents' communication needs as outlined in their care plans” and, “(There are) a few people that don’t communicate verbally. A couple of people use a tablet and we communicate on them.”

A lot of information and guidance was on display including you said, we did, raising concerns and providing feedback about care, positive feedback was seen in thank you cards on display. A service user guide and Birch Hall Gazette document had been developed and included a range of information about Birch Hall Care Centre and what was available to people. Information in a range of formats was seen to support people’s individual communication needs. This included, communication passports, this is me profiles, easy read documents and picture resources available for the staff team to use and implement for people as needed.

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.

People and relatives knew how to raise concerns. Comments included, “They speak to me and sort out any issues, they are there to look and listen” and, “I haven’t had to complain.” However, others told us they had raised concerns about ensuring people have access to their laundry in a timely manner. Staff knew what to do if concerns were raised. One said, “If a relative wasn’t happy I would ask if I can help I would approach a manager or the deputy.”

A system was in place to record and monitor complaints and concerns. A tracker was completed to ensure progress of investigations and outcomes were ongoing. Records of complaints included some details of investigations and outcomes of these. We discussed an ongoing concern being dealt with by the senior management team. This included feedback to the person and linking in with partners. Where positive feedback was received this was shared with the service.

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

Some people were happy with the care, support and access to professionals as needed. But one person told us they would benefit from input from a professional to improve their health. The management told us professionals visited the service regularly. We saw professionals visiting during the assessment.

Handover records were being completed and there was some information in relation to communicating with professionals. We observed professionals visiting the service during our out of hours visits. Information and access to the management team out of hours was provided, records confirmed regular out of hours visits were undertaken by the management to monitor and support staff and care delivery for people.

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 and relatives talked about discussions had taken place about their individual needs. However, not all were able to confirm they had seen a care plan. People told us they felt they were treated well. One person told us, “The staff will work with you we feel supported and if you tell them anything they don’t make out that you are over reacting they will bend over backwards and they all work the same.”

Staff and management told us they included people and relatives in assessments of their needs and that people were treated fairly. One staff member told us, “I believe everyone is treated fairly, with dignity and respect, regardless of their background, beliefs, disability, culture or personal circumstances. Everyone deserves the same high standard of care.” We saw preadmission assessments had been undertaken; however, one person’s assessment had not been completed in full.

People were not always 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’s care records who was nearing the end of their life had not been updated to reflect this. We discussed this with the manager who told us they would take immediate action to ensure this was updated. Care records had information about advanced decisions and do not attempt cardiopulmonary resuscitation. The manager told us they linked in with multi-disciplinary team, person centred care planning, working with healthcare professionals, symptom management, supporting families, staff training. One person told us, “I have sorted it out (planning for the future) with the home.”

Information, guidance and training was available to support staff in ensuring people were supported with their end of life needs. Systems were in place to record people’s end of life needs.

Staff discussed how they supported individualised care for people at the end of their lives. They told us, “I understand the importance of respecting residents' wishes, involving families where appropriate and following care plans to ensure residents receive compassionate, dignified and person-centred end-of-life care” and, “Some people have end of life care plans and advanced care plans in place. For the younger people they have plans in place for what they would like to achieve in the future.”