Ferndale Care Home

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 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.

Staff demonstrated a clear commitment to delivering person-centred care and spoke confidently about supporting people in accordance with their individual needs, preferences and choices. Staff described how people were encouraged to make decisions about their daily lives, including their preferred routines and how they wished to receive support.

Care plans contained personalised information which guided staff in providing care that reflected people's wishes, preferences and assessed needs. Although some people and relatives told us they had not seen a copy of the care plan, feedback regarding the quality of care was positive. One relative told us, “In my opinion the staff team all seem well trained and understand [person's] needs.” A person said, “I'm very happy with the care here. I have no complaints at all. The staff are exceptional, helpful and listen to what you are saying. They know my needs very well.” Staff also spoke positively about the role of care plans in supporting consistent, individualised care, with one staff member describing them as an effective guide for meeting people's needs in a 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.

People received care and treatment that reflected their assessed needs and preferences. Relatives told us people had access to regular health reviews and were supported to maintain their health and wellbeing. Feedback from professionals was positive, with healthcare staff confirming that referrals were made appropriately and in a timely manner when specialist support was required.

Staff worked effectively with a range of healthcare professionals to support positive outcomes for people. Records demonstrated timely engagement with specialist services, including physiotherapists, speech and language therapists, chiropodists and opticians. Staff understood when additional professional input was required and acted promptly to ensure people received appropriate assessment, advice and treatment. This collaborative approach helped to ensure people's health needs were monitored and responded to effectively.

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

Relatives told us they were kept informed of any changes to people's care and support needs. One relative said, “Staff always inform me about any changes in [person's] care.” Staff understood the importance of maintaining confidentiality and handling information securely. One staff member told us, “We don't disclose personal information with anyone else; only staff can access the electronic systems. They are all password protected.”

Information could be provided in formats that met people's communication needs and preferences, helping to ensure they could understand and engage with information about their care. Staff demonstrated an understanding of people's individual communication styles and maintained regular contact with relatives through telephone calls, meetings and care reviews. People's personal information was stored securely and only shared with those authorised to access it.

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.

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

People were encouraged to share their views about the care and support they received and were confident any concerns would be addressed. Staff demonstrated an understanding of how to respond to concerns and complaints, with one staff member telling us, “We always get feedback from families. If someone isn't happy, I try to deal with it there and then, and the manager always provides us with feedback.”

People told us they knew how to raise a complaint if needed, commenting, “I haven't had any concerns,” and “I would feel fine speaking to any member of staff as they are easy to talk to.”

The service maintained records of compliments and complaints which showed concerns were investigated, outcomes communicated, and learning identified. Lessons learned were shared with staff and used to improve practice through team meetings and supervision, supporting continuous improvement. The Registered Manager told us, “All complaints are taken seriously and responded to promptly in line with the policy.” Feedback from people and relatives was also gathered through surveys and used to inform service development and enhance people's experiences of care.

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

Reasonable adjustments were made to meet people's individual needs, and a flexible approach helped ensure they could access care and support in a way that reflected their preferences. A range of mobility aids was available to help people maintain their independence and remain safe. Staff had received training in equality, diversity and inclusion and demonstrated an understanding of how to uphold people's rights and ensure they were not disadvantaged or discriminated against.

People had equitable access to care, support and treatment, and arrangements were in place to respond effectively in emergencies. The environment was accessible and well maintained, with appropriate aids and equipment available to support people's needs. One professional told us staff were proactive in sourcing equipment, ensuring people received the support they required without unnecessary delay and could remain safe and independent.

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.

Staff had received training in equality, diversity, human rights, dementia awareness and supporting older people. This helped to increase their understanding of people's diverse needs and enabled them to provide care that respected individual rights, preferences and protected characteristics.

People received personalised support that reflected their communication needs, health conditions, cultural backgrounds and life experiences. Staff demonstrated a good understanding of the barriers some people may face and took appropriate steps to reduce these, helping people to maintain relationships, access opportunities and participate in activities that were meaningful to them.

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 were supported to discuss their preferences for end-of-life care where they wished to do so, and their choices were respected if they preferred not to engage in these discussions. Care records reflected people's wishes and preferences, helping to ensure care was delivered in accordance with their values and decisions.

Where appropriate, documented decisions relating to resuscitation were in place, shared with relevant healthcare professionals, and understood by staff. This helped to ensure people's expressed wishes were respected and consistently followed in the event of a medical emergency.