Shottermill 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. Relatives told us, “I am part of the whole experience for her and I am here every day. They make sure that is the approach and it all helps [person]. The most positive thing is I now have a relationship with my [relative] again”, “[Staff] really went to great lengths to find out who [person] is and what his interests are”, “[Person’s] room is totally personal to him”, “The atmosphere at the home is warm and peaceful, and the range of activities is really impressive.” People were supported to take part in religious and spiritual activities important to them, such as daily devotions, Bible studies, singing, prayers and celebrations of important holidays and events. People’s care plans included information about their life stories, relationships, preferences, interests and values dear to them. Staff knew people well and supported them in person-centred way.

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. The staff team worked well with other health and social care professionals. Staff knew when to ask for their input and the registered manager ensured the home had good links with local services. People received integrated care, and their records confirmed other healthcare and social care professionals were involved as and when needed.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People and people’s relatives told us they were happy with how staff and the management team communicated with them. People were invited for regular meetings and asked for their feedback. A relative said, “Communication is very good.” The management team ensured regular communication with people and their relatives and representatives. Key information about the provider, activities and events or menu choices was available in the home.

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 their relatives told us they felt comfortable sharing any concerns and complaints with the management and were asked for their feedback. A relative said, “We have a six-monthly feedback session with [the registered manager], which I find very helpful. I could also go and talk to her any time if it was necessary.” Another relative told us, “We always feel well communicated with and listened to.” The registered manager ensured all complaints were appropriately logged, investigated and responded to.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People and their relatives told us they were supported to have equitable access to health and social care services in their local area. People’s care records confirmed this.

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 were supported in a way tailored to their individual needs and preferences, including those related to their protected characteristics. The management team ensured that they advocated for equal access to various services for people living with dementia and physical support needs. People were supported to go out and participate in religious services or other events, to access counselling and mental health support when needed or to attend healthcare appointments. The provider advocated on behalf of people practising and cherishing the Christian faith and ensured their care reflected their values and beliefs. This brought positive outcomes in relation to people’s wellbeing and experiences of care.

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 care plans included information about their wishes in relation to advanced care decisions and the care they wanted to receive at the end stages of their lives. The home had specific arrangements in place to ensure people’s religious needs could be met at those times. Staff supported people who were bereaved to access appropriate help and support.