Frognal House 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.

The last rating for this key question was good. At this assessment the rating has remained good.

This meant people received a service that met their care and support needs.

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. People’s care plans were person centred and reflected their individual preferences, life histories and wishes. People told us they were happy with the care and support they received, and staff knew them well. Comments included, “They [staff] know all my likes and dislikes”, “They [staff] make sure I am ok and have everything I need”, “Everyone has choices and I especially love the garden, so I get someone to take me most days”, and “I have great love and respect for the people who work here.”

Care plans demonstrated staff respected people’s documented needs and wishes and responded when these changed. Staff worked effectively with health and social care professionals to ensure people received care and treatment that was reflective to their needs when required. People and their relatives where required, were involved in reviews of their care and supported to contribute their views and wishes. Staff had completed training in equality and diversity and had access to guidance. Care plans demonstrated how individuals protected characteristics had been identified and any required adjustments were made. This ensured people received care and support which met their needs and reflected their preferences.

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 effectively with health and social care professionals to ensure people received joined up care provision and continuity. An array of health and social care professionals communicated with staff and visited the service on a regular basis to respond to people’s care and support needs.

Record showed staff referred people to other external professionals in a timely manner when required. These included GPs, palliative care teams, dietitians and community mental health teams amongst others.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People and their relatives were provided with information about the service and other services they could access in formats that met their needs. For example, we saw information about activities, and mealtime menus were provided in pictures and large print. A manager told us information could be provided to people in large print, audio formats and translated into different languages if required. Notice boards were on display throughout the service providing people with relevant information.

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 and their relatives were encouraged and supported to contribute their views about the service. Meetings for people using the service and their relatives were held on a regular basis. We saw the minutes from a residents and relatives meeting held in June 2025. Issues discussed at the meeting included staff recruitment, quality, health and safety, lost property and resident of the day. People and their relatives were able to ask questions and provide their feedback at the meeting.

There was a complaints policy and procure in place and people and their relatives told us they were aware of this. Comments from people included, “I have nothing to complain about but know how to if I needed”, and “I am aware, but not needed to. I would if needed.”

Complaints records showed that when complaints were raised these were investigated and responded to in line with the providers policy, and people were informed of the outcome.

People were supported to access the care, support and treatment they need when they needed it. The provider made reasonable adjustments for people with sensory impairments including poor vision and hearing and for people with mobility issues.

Throughout our assessment we observed people received the care, support and treatment they needed when they needed it. Staff interactions with people were caring and positive and we observed one example where a staff member engaged and reassured one person who felt upset, holding their hand and listening to their concerns reassuring them with empathy. One staff member told us “I have trainings about discrimination and safeguarding people. I will tell my manager if I ever observed any concerns or abuse.” A person told us, “I am rather deaf, and they [staff] make sure that are talking on my right side.” Another person commented, “Now they [staff] know me they know how to pitch their voice and listen carefully for my reply.”

Staff supported people to access healthcare appointments and helped to advocate on people’s behalf when needed. Activity sessions also supported people’s mental and emotional well-being by engaging them to interact with others, for example, crafting, listening to music and reminiscence activities.

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’s diverse needs and wishes were assessed, documented and respected. The provider had an equality and diversity policy and procedure in place and staff had received training to understand this.

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 cared for and supported at the end of their lives. Staff worked effectively with health care professionals and palliative care teams to assess and plan ensuring people’s needs and wishes were respected. Staff received relevant training to ensure they knew how to provide dignified, comfortable and pain free care whenever possible.