Red Brick 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 service met people’s needs.

At our last inspection we rated this key question good. At this inspection the rating has remained good. This meant people’s needs were met through good organisation and delivery.

This service scored 71 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Staff 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 detailed and provided staff with information of how people wished to be supported. This included information about people's likes and dislikes, things of importance to them to assist with person-centred care. A relative commented, “We negotiate things together. I have seen the care plan, and we have had a discussion about it.” However, improvements were needed with staff interaction with people on the first floor to ensure more person-centred care. We noted staff needed to take more time engaging and interacting with people, not only when providing personal care. The manager told us this would be addressed.

Staff at the service understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. Information was available and shared between services as needed to ensure people's care and treatment needs could be assessed and met. People’s care records showed how people’s care was planned and delivered with continuity, inclusion and a holistic approach to people’s needs. This included, for example, how people were supported after admission following a hospital stay caused by a decline in health or an accident.

Staff at the service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The service advertised that it could supply appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

Staff made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result. A person told us, “Staff sometimes ask me, my view.” People told us staff listened to their views and acted on feedback. A staff member commented, “There is the residents meeting, feedback has been given on food and some changes made as a result of this.” People and their relatives knew how to voice their opinions or raise complaints and felt free to do so. Their comments included, “I would tell staff if I wasn’t happy” and “We are happy with the care. We would see the manager, the top dog, if we had any concerns” and “The manager updates us at the residents’ meeting.”

Staff made sure that people could access the care, support and treatment they needed when they needed it.People's care records showed they had access to care, support and referrals were made for treatment when they needed it. Care records included information around people's sensory and communication needs. An on-call system was in place to provide advice and support to people and staff if needed. A staff member commented, “Out of hours there is an on-call rota. I would generally seek advice from the nurse on duty but when I had to contact on-call it was very responsive.”

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. Care plans included information around people’s identity, things which were important to them, their wishes and relationships they wanted to maintain.

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 to remain at the home were respected when they neared the end of their life. Advanced care plans that were in place contained people’s plans for the future and if they wished to be transferred to hospital if their health deteriorated. A relative commented, “[Name] has a Do Not Resuscitate (DNR) in place, staff involved me in that discussion, when we talked about the future.” Information was available about people's religion and cultural preferences if this support was required. A staff member told us, “We form relationships with people, so I find it hard when someone dies, I feel sad. Colleagues are supportive at times like that.”