St Marks Court

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 decided, in partnership with people, how to respond to relevant changes in their needs.

Care plans contained personalised information about people’s health needs, routines, communication needs and preferences. Records showed staff recognised people’s choices and refusals, including decisions about personal care, activities, healthcare and family contact. Staff adapted support to people’s individual abilities. For example, staff supported a person who had difficulty seeing an activity so they could hear the quiz and take part. One relative told us, “Staff asked about their previous interests and hobbies and made sure staff mentioned these topics to encourage interaction.”

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.

Staff worked with specialist services when people’s needs changed, including speech and language therapy, mental health and bladder and bowel services. Staff included relevant clinical information in referrals and incorporated professional advice into care. Sampled records also showed repeated GP, urgent care, dental and advocacy involvement for people with multiple needs. A healthcare professional confirmed that the information supplied by the service was clear, accurate and useful.

The provider supplied appropriate, accurate and up-to-date information in formats tailored to people’s individual needs.

Care plans described how staff should communicate with people. This included using short, clear sentences, allowing additional processing time and presenting choices visually where needed. Staff also used alternative communication methods when people had difficulty making themselves understood. People and families had access to information about the service, including its approach to independence, privacy, dignity and informed choice. One relative told us, “I feel I am kept up to date whenever there is anything which is needed to be shared.”

The provider made it easy for people to share feedback, ideas and complaints. Staff involved people and those important to them in decisions about care.

People could give feedback through surveys, meetings and complaints. The provider logged, acknowledged and investigated complaints. Advocacy was actively used during important healthcare and accommodation decisions. One relative told us, “I am consulted at the periodic reviews of my relative’s care and am always aware of recommendations for change.”

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

Staff identified changes in health and referred people to appropriate specialist services. Referrals included swallowing and choking risks, nutrition and weight loss, pressure damage, mental health and continence. Staff provided relevant clinical information so professionals could assess people’s needs. Care plans also identified mobility, communication and sensory needs and the equipment or staff support required.

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.

Care plans reflected communication, cognitive, mobility, sensory, nutritional and spiritual needs. Staff adapted communication, provided individual and bedroom-based activities, and supported family contact, faith and community connections. Advocacy records showed support for people whose voices might otherwise be less easily heard, including during significant healthcare decisions and when a person objected to remaining at the service.

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.

Sampled care records showed staff planned for future care and clinical escalation, reviewing this when people’s health or needs changed and involving families, representatives, advocates and professionals where appropriate.