Southbourne Beach 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 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 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 service 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.People told us the care they received was person centred; their relatives agreed. Staff told us they had enough information about people’s needs to provide safe and continuous care. The provider had an electronic care planning system which meant information was updated or changed instantly. Staff told us they had enough information about people’s needs. Staff knew people well. Care was delivered in line with care plans and people’s preferences at the time. We observed individual interactions with people and staff, offering choices and observing their preferences. Care plans signposted to related plans and risk assessments to support person centred care. People had access to a wide range of activities and pastimes. Activities were planned and included one to one, group sessions, day trips and a variety of entertainers.

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. People told us they could request support from medical professionals or external therapists as required. The service worked effectively with community professionals and understood their input supported consistent care for people. Staff told us they felt they were part of a team ‘around’ the person to ensure they had all their needs met. Health and social care professionals were complimentary about their working relationships with the service and described the open channels of communication as a positive. The providers electronic care systems documented all those involved in people’s care and support which helped continuity in care.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People told us they were kept up to date with not only their care but also with events held within the home. Information about how a person communicated was detailed in their care plans and risk assessments. This information was highlighted where there was a problem and shared between relevant health and social care professionals as needed. The provider met the requirements of the accessible information standard (AIS) by ensuring sensory needs were known to staff. Since 2016 onwards all organisations that provide publicly funded adult social care are legally required to follow the AIS. The standard was introduced to make sure people are given information in a way they can understand. The standard applies to all people with a disability, impairment or sensory loss and in some circumstances to their carers. Staff worked to ensure understanding was promoted and this had included use of picture cards, translations and using additional resources to support communication. The service provided a monthly newsletter and many visual displays within the environment to keep people informed and involved.

The service 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 told us they felt involved in their care, where appropriate relatives were consulted. Everyone told us they felt comfortable speaking with the staff and registered manager. People and their relatives knew how to make a formal complaint if they needed to, and were confident the registered manager would take it seriously. There was a complaints policy, and records showed complaints had been handled by the registered manager in accordance with the policy. Systems were in place to ensure people could feedback on the care they received through various channels, such as, verbal, reviews and quality assurance surveys. The provider had produced the outcomes of a recent survey by a ‘you said, we did’ display, detailing several improvements made following feedback. Staff told us they received a survey and were able to contribute to the service.

The service made sure that people could access the care, support and treatment they needed when they needed it.People told us their care was accessible and had considered their individual needs and outcomes. Staff received training in equality and diversity, they told us they supported people to live their lives how they wished. Health and social care professionals told us they worked effectively with the service. Policies and procedures underpinned all working practices, and this was supported by training and ongoing monitoring. Each policy at the service considered equity and accessibility.

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.People and their relatives were confident they were treated fairly and their rights fully respected. Staff told us they had access to various ways of raising concerns about treatment which discriminates. Staff training, guidance and monitoring meant staff were always reminded of their responsibilities to always ensure inclusivity. Policies and procedures underpinned working practices within the service, and this was supported by training and ongoing monitoring.

The service had a proactive and positive culture of safety, based on openness and honesty. They listened to concerns about safety and investigated and reported safety events. Lessons were learnt to continually identify and embed good practice. People told us staff supported them to keep safe and had helped to prevent them from harm and accidents, for example, by using specialist equipment. The service worked with people following an accident or incident to prevent a recurrence. Staff told us they were confident they supported people well and tried to find a solution if someone was having frequent falls. Daily, weekly and monthly monitoring and review meetings included learning from events within the service. This had supported learning and included reviewing events to identify themes and trends. Lessons were learned across the provider’s locations as information was shared. The registered manager had produced data from events into accessible formats for people and staff, this had included visual charts to illustrate data. Health and social care professionals were confident the service took a proactive response to adverse events. Records confirmed reviews were undertaken regularly and in accordance with the providers policy.