Acer House 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.

Staff delivered person centred care by respecting each person’s individual routines, preferences, and choices. Staff supported people to decide when to get up and go to bed, what to eat and drink, and how they wished to spend their day. For example, some people chose to listen to their preferred music, spend quiet time in their rooms, or talk with staff about personal interests and important life experiences.

Staff explained care clearly, sought consent before providing support, and protected people’s privacy during personal care. They adapted their approach to meet individual needs, allowing people time to make decisions and supporting independence wherever possible.

Peoples consistently told us they felt respected and listened to. One person said staff “Know how I like things done,” and another told us they felt “Comfortable and cared for” because staff respected their routines and preferences. This feedback demonstrated that people experienced care that was tailored to what mattered to them and delivered with respect.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice andcontinuity.

Staff provided coordinated, person centred care within the home that promoted continuity. They shared information effectively during handovers and through care records, ensuringpeoples received consistent support from familiar staff who understood their routines and preferences.

Staff worked closely with families and visiting health professionals to respond to changes inpeoples’ needs. For example, when apeople’s health deteriorated, staff liaised with the GP and district nurses, updated the care plan promptly, and adjusted daily support to meetpeople’s changing needs.

Peoplesand relatives told us care was consistent and reassuring. One relative said staff “provide very person-centred care there and quickly got to knowhim,” and another told us communication between staff meant care felt “well coordinated.” This demonstrated effective integration and continuity of care within the home.

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

Staff recordedpeople’s communication needs clearly in their care plans, including how information should be shared. Where required, information was available in alternative formats such as large print, easy read documents with pictures, and translated materials for people whose first language was not English.

People with communication, sensory, or cognitive difficulties had communication care plans in place. Staffshared relevant information within the service and with healthcare professionals and made timely referrals to other agencies when needed. The registered manager and staff worked in partnership with external professionals to support effective communication.

Staff understood how to adapt their communication to individual needs. For example, they faced people when speaking, used simple language, allowed time for responses, and interpreted body language where people could notexpress themselves.

The home used visual information to support understanding and independence. Clear signage helped people navigate the service, including bathing and showering areas. Posters explained how to raise concerns, and regular newsletters kept people and relatives informed about life in the home. Written information was available on request.

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.

Staff listened topeoples and actively involvedthem in decisions about their care and daily lives.Peoples chose their daily routines, including when to get up, what to eat, and how to spend their time. Staff encouragedpeoples to share their views during day to day conversations and atpeoples’ meetings, and they acted on feedback to make improvements.

Staff involvedpeoples and relatives in care planning and reviews and kept them informed aboutany changes.Peoples told us staff listened to them and respected their wishes. Onepersonsaid staff“KnowI am alate riser and they accommodateme.Ihave asked tohave mymealswhen I am readyand they let me. The menu and the food isparticularly goodandI eat well.” This showed the service valued people’s voices and used them to shape care and support.

The provider ensured people had equitable access to care by identifying and removing barriers based on individual needs. Staff adapted care for people with mobility, sensory, communication, and health needs so everyone could access support fairly.

For example, staff supported people with reduced mobility by providing walking aids, grab rails, and assistance to move safely around the home. They adapted communication by using clear language and visual prompts to understand information.

Where people could not access community services easily, staff arranged visiting health professionals, such as GPs, dentists, and chiropodists, to attend the home. Staff also worked flexibly around people’s routines and health needs to ensure timely access to care.

People and relatives told us the service was accessible and responsive. One relative said the home was “Very supportiveand engaged professionals when required,” while another toldus staff “Are always ready to support you, they have not saidno to me yet”. One person didsay they wished there were more activitiessuited for men. The provider told us they had a new activities coordinator starting soon and would look into bringing in more variety.This feedback showed the provider supported fair, personcentred access for allpeoples.

Staff and senior management 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.

The provider ensured people experienced equitable care and achieved fair outcomes based on their individual needs. Staff tailored support so people had comparable experiences, regardless of disability, health condition, communication needs, or background.

For example, staff provided additional mobility support so people could access communal areas and activities, while others received adapted communication support to fully participate in care planning and daily decisions. Staff worked with health professionals to address unmet health needs promptly, helping reduce avoidable deterioration and hospital admissions.

People achieved outcomes comparable to others, including maintained independence, improved comfort, and consistent access to social opportunities. People and relatives told us staff treated everyone fairly and responded consistently to individual needs, demonstrating equity in both experiences and outcomes.

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.

Staff supported people to plan for the future by discussing their wishes and preferences in a timely and sensitive way. Care plans included people’s choices about ongoing care, health decisions, and end-of-life wishes where appropriate.Staff involved people and their relatives in these discussions and reviewed plans regularly to reflect changing needs. This ensured people’s wishes were understood, respected, and used to guide care, supporting continuity and reassurance for people and those important to them.