Archived: Howgate House

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 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 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. Care records documented people’s individual routines, preferences and what was important to them. This guided staff on how to deliver person centred care in line with peoples care needs.

Staff we spoke with were knowledgeable about people’s care and support needs.

Although we found areas where there was not enough staff presence, our observations of people being supported by staff was good. People appeared relaxed and comfortable with staff. Staff supported people with their individual routines. Relatives told us they were confident their relation was supported well by staff. A relative told us, “The [staff] that look after [person] are really hard workers and have got to know [person] very well.”

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. Overall, people and their relatives told us the care was good, and staff met people’s needs.

Care records evidenced people were visited by healthcare professionals and supported to attend health appointments when needed. Healthcare professionals involved in people's care documented the outcome of their visits in people's records and any guidance for staff to follow. They included GPs, the district nurses and speech and language team.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People’s care plans included information around their preferences for communication. Staff told us they were able to share information in a variety of ways including picture cards, gestures and signs. Picture communication books were available in the care home for people to use.

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.

Surveys were completed regularly and there was evidence actions were followed up. If people raised concerns the provider ensured they were offered a face to face meeting. We observed a “You said we did” board displayed in the home.

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

Staff told us people were able to access care, treatment and support when they needed to. There was evidence within care records that when staff identified a health issue, they acted immediately, and people received treatment and care promptly.

Records showed staff had received training in equality and diversity and could explain how they treated people equally, without discrimination and respected their individual needs, including any religious or cultural needs.

People’s care plans contained information about their wishes in relation to how their social, cultural and spiritual needs needed to be met.

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 said staff worked with them to help them achieve their goals. Staff told us it was important that they treated people fairly and without discrimination. People's care and support promoted equality and upheld their human rights.

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. People’s wishes and how they wanted to be cared for was clearly recorded in their care plans. Staff demonstrated a good understanding of how to support people at the end of their life and received end of life training.