Archived: Nicholas 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 they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

The provider used a digital system to store all care plans and records, which included information to reflect their preferences, interests and support needs.Care plans reflected people’s physical, mental, emotional and social needs. They evidenced that people had been involved in sharing information on their preferences, likes, dislikes and how they wished to receive care. Care plans were regularly reviewed to ensure staff could respond to any changes to people’s needs. We reviewed care logs and found people were supported in the way they wanted.

Staff had good knowledge about people’s individual preferences, lifestyle and respected their individual routines. Staff understood the different experiences of people with learning disability and autism. People had personalised their rooms with personal possessions, books, ornaments and photographs.

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 provider worked with healthcare professional to mitigate risk to people. We saw that medical and other health related appointments were kept up to date and records were kept of any concerns. An example would be when a person’s medication changed, the risk review included any possible side effects.

Staff had been trained in people’s diverse needs, this included training in equality and diversity and learning disability and autism to support them to understand people’s needs.

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

People and, where appropriate, their relatives were provided with information about the service and other services they could access in formats that met their needs. Notice boards were on display throughout the service providing people with relevant information. People were able to access a copy of their care plan if they wanted.

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.

A complaint procedure was available for people and relatives to use if they were not happy with the service or had concerns. There were a number of ways in which the provider listened to people and staff. People were given the opportunity to give their feedback through annual client surveys and spot checks. Staff meetings and individual supervision meetings were held and gave staff an opportunity to provide feedback. People and their family felt confident if they complained, they would be taken seriously.

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

The provider made sure people had access to the care and support they required and were happy with this. Appropriate adjustments, adaptations and equipment required for their care needs was in place. Care plans had clear guidance to enable staff to support people in a way that works for them. Management and staff understood people had a right to receive equal access to health and care support, regardless of any disabilities and unique backgrounds. Staff had good relationships with the GP and health professionals and knew how to access people’s information for medical emergencies or out of hours support. Records showed people were supported to attend health appointments and health screening and any instructions given had been followed by staff.

All areas in the care home was accessible by people using walking aids and wheelchairs including the garden which enabled people to live as independently as possible. There was good use of signage to support people to orientate around the care home. All areas were spacious and free from hazards to support people with mobility needs.

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.

The provider had an equality and diversity policy in place and was committed to providing a welcoming and inclusive environment for all people and staff. People’s care plans reflected their physical, mental, emotional and social needs and records showed staff supported people to access the care and treatment they needed.

The registered manager told us how the provider referred to ‘Right support, right care, right culture’ guidance to ensure people with a learning disability and autistic people received respect, equality, dignity, choices, independence and good access to local communities, in all aspects of the care provision and governance systems.

At the time of assessment, no one required end of life care. The registered manager confirmed they were not currently supporting anyone on end-of-life care. The registered manager said if they supported someone with end of life care they would develop a care plan to discuss the person's wishes and would ensure staff were adequately trained.