Acorn Court Care Home

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• 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.

People’s care plans were personalised and demonstrated that people, and their relatives were involved in the planning of their care. People had a wide range of care plans completed, such as in relation to health, social and spiritual care needs. One relative told us, “He has a care plan and yes, I was involved with it at the start. It has evolved now, however, over time.” Another relative said, “[Person] has a care plan. I was involved in the care planning.”

Staff told us they understood the importance of person-centred care and this formed part of staff inductions so staff were aware of the organisation’s expectations. One member of staff said, “They tell us beforehand and during my induction, they introduced me to each resident and how it’s supposed to be person-centred.”

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 their relatives told us staff were flexible and worked in a joined-up way to ensure there was continuity. One relative told us, “They look after her well.” Another relative commented in relation to continuity, “They passed information and had a meeting, including her and us.”

Staff told us they had enough time to read people’s care plans, that they were able to get to know people to ensure there was continuity of care, and staff were able to describe people’s needs and preferences. The registered manager worked with health and social care partners to coordinate people's care in a joined-up way. "One member of staff told us, “We do have time to read them (care plans). I’ve read the care plans individually.”

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

Information was available in various formats, such as easy-read and via translation services, and the registered manager told us they were able to provide information in additional formats if this was required.

The registered manager understood their responsibilities in relation to the Accessible Information Standard (AIS). For example, they had arranged for one person to use an enlarged button to call for help. The AIS sets out how providers and commissioners of NHS and publicly funded adult social care services should ensure disabled people and people with impairments or sensory loss can access and understand information.

Where the registered manager had received a complaint in relation to people’s hearing aids prior to the inspection, we saw they had taken steps to address this so people were able to communicate and there were no unnecessary barriers to communication.

The provider enabled people to share feedback and ideas, and 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.

The provider sought feedback through a variety of ways such as surveys, meetings and the signing in device when people entered the service. The provider had a complaints procedure and the registered manager told us they understood their responsibility to record, investigate and share outcomes of complaints. When complaints were received, the registered manager responded in line with their policy. One relative told us, “They do send out an e-mail questionnaire. I don't have many constructive comments to be honest. They do have a facility when you log out though to be able to comment on your visit. It's always 10 out of 10 for me.” Another relative said, “They do send questionnaires out every now and again and I think they do have some meetings the last Friday of the month.”

People and their relatives told us they felt involved in their care. One relative said, “Communication from them is very good. They did ring me recently when he had a fall. They will always contact me when necessary.” Another relative said, “Communication is good. They keep me updated all the time, even if there is the slightest mark or bruise. They are good at keeping me informed.”

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

People were supported by staff to ensure they had equal access to care and treatment when they needed this. The premises and equipment were purpose-built and suitable for people’s needs and the provider made adjustments to the environment where this was required. For example, where people needed this, the provider worked with occupational therapists to provide suitable seating equipment and staff understood the need to follow up referrals so people only waited for the minimum time required. One relative told us, “We have asked if he can see a physio. They were straight on it.”

The service had access to a vehicle and driver which could transport wheelchairs as well so the majority of people were able to leave the service for activities should they wish to. The registered manager understood their responsibility to identify and respond to discrimination and inequalities that could have an impact on people accessing care and support. One member of staff told us, “It’s important to ensure that everyone is given person-centred care and to ensure everyone’s valued and not left out.”

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 their relatives told us the service promoted equality and treated people with dignity and respect. One relative said, “They treat her with dignity and respect from what I have seen.” Another relative commented, “No favouritism. They treat the residents the same. Some need 24-hour care and one resident never has any visitors, they all make sure [person] is happy.”

The registered manager understood their legal responsibilities in relation to equality and human rights, including discrimination and protected characteristics, and they had a good understanding of how reasonable adjustments support equity in experience and outcomes. For example, the service had access to the provider’s physiotherapist who completed initial assessments with people where there was a potential delay in treatment. Staff had completed relevant training to ensure they understood inequalities and how to overcome barriers. One member of staff told us, “It means to give everybody the opportunity to take part in activities. We should not assume that they will not enjoy it and we try to include everybody in as much as we can.”

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 and their relatives told us they were involved in the planning for the future. One relative told us, “We discussed end of life care with my other relative. They supported us.”

People had end of life care plans in place which contained their preferences and how they would like to be supported where they wished to discuss this with staff. End of life care plans also included information on advanced wishes in relation to medical interventions and the location where people wished to spend the last days of their lives. The provider undertook regular audits of end of life care plans to ensure people’s preferences were recorded as soon as they wished to discuss these. The provider had received a nationally recognised accreditation relating to end of life care, which supported people to make decisions about their future care and treatment.

Staff understood how to support people during end of life care and in the lead up. They did this by ensuring people’s wishes were respected and they worked with the local hospice to provide people with the appropriate care. One member of staff told us, “We treat them like our own family. Any last wishes if we can do it, we try to give it to them. We have very good training about end of life care and we have the gold standard framework.” A member of staff described how they supported relatives after a person passed away, “A person passed away and so I have arranged flowers for them and I organise a remembrance rose to be sent at the 6-week point to the family, just so they know their loved one meant a lot to us and will be missed.”