Northfield 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 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.

Care records were very person centred. They identified what was important to and for the person. These were in the process of being developed further to provide more detail on people’s individual goals.

One staff member said, “It’s so much better. They [people who used the service] can go where they want, do what they want. It’s about them as individuals.” Observations of care and support, and discussions with staff, showed staff respected each person as an individual. One staff member said, “You've got to learn everything about [people], and build up their trust.”
 

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 were encouraged and support to be part of their community and to take part in community-based activities.

There was evidence of regular meaningful review and updating of care and support.
 

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

People’s individual communication styles were identified and respected. Information was available in a variety of formats including easy read and larger print.

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.

Relatives told us they knew how to raise concerns or complaints. A key worker system was used. Staff were very positive about how this enabled them to communicate with families. One staff member said, “We've now got a rapport with families. We're given opportunities to get to know families.”

Most relatives were happy with how staff communicated and involved them. They said, “I am happy with the service. I go to [person’s] reviews and get copies of everything.” However, some relatives told us communication could be improved. They said, “They are approachable, they listen and do a family WhatsApp, though this has dropped off lately. We need more meetings with the manager” and “I would like to be involved more.” We discussed this with managers of the service. They told us that a new manager was starting at the home and plans were in place to have regular opportunities for relatives to speak with them, to increase communication where relatives wanted it, and also to discuss with relatives how they wanted to be involved.
 

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

Adaptations to the building and individual’s rooms had been made where needed. The environment was arranged to give people opportunities to send time with other people who lived at the home, but also to have privacy when they wanted it.
 

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 understood equality and diversity and worked to reduce inequalities or prejudices that may affect outcomes for people.
 

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 were able to share their end of life wishes if they wished to.