Huntingdon 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. We observed staff supported people through personalised interactions. For example, knowing how they liked to take their drinks, asking after family members or discussing current affairs that were important to people.” A person told us they were asked lots of questions about their care as part of a process referred to as ‘resident of the day’. However, they were not sure if any changes had been made as a result of this. Care plans were mostly personalised but required further development to ensure staff had access to information around people’s specific needs. The registered manager told us they had acted on this following our inspection visit.

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 had regular meetings with health professionals to review people’s changing needs and people were supported to access health services. Staff supported people to access and attend medical appointments to maintain their health and wellbeing. People were supported to be part of their community, through going out and through bringing agencies and community groups into the service.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Care records provided information about what people's communication requirements were and any additional equipment, such as hearing aids. People or family members were provided with written information about the service and how to complain should the need arise. The manager told us all information could be provided in alternative formats if required.

The provider 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. People and relatives told us they felt comfortable to raise any concerns if they had them and felt these were listened to and acted on. A person told us described how they had made a complaint shortly after moving into the service. They told us they felt listened to and felt “the issue was largely resolved.” People and family members all said they felt able to raise issues with staff or the management team and were consulted about changes or new proposals. The provider had a complaints procedure in place with people and relatives provided with information as to how to complain via the resident guide. There was a process to record and investigate concerns and complaints. Records showed processes had been followed and people were provided with outcomes to their concerns and complaints.

The provider made sure people could access the care, support and treatment they needed when they needed it. Managers had mostly good working relationships with local health professionals and knew how to contact the appropriate teams to support people when the need arose. People and relatives confirmed staff responded to changes in people’s needs and supported people to contact routine and specialist services when required. A relative told us, “Staff do communicate when anything has changed with [Name] or if they are unwell.”

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 staff had undertaken equality and diversity training. Staff, people, external professionals and family members did not identify any concerns about discrimination. People and staff’s human rights were embraced.

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. Care plans included individual information about specific wishes people had. External health professionals were contacted appropriately and action taken to provide suitable end of life care and symptom management. Staff knew about people’s wishes in respect of the level of emergency care (resuscitation) or hospital admission. This was documented in care plans and accessible to staff.