Silversprings

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 requires improvement. At this assessment the rating has changed to 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 ensured that people were at the centre of their care and treatment choices, and decisions were made in partnership with them regarding any relevant changes in their needs. Staff knew people very well, and the registered manager was very proud to confirm that they had not used agency staff in 4 years. Care plans were person-centred and included input from people and/or their representatives. Care plans were reviewed and updated regularly, reflecting changes in both care needs and personal preferences. A healthcare professional told us, “The culture across the service reflects a strong commitment to person-centred practice. Staff take time to understand each person’s history, preferences, routines and interests, ensuring care is tailored to their unique needs.

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 service had strong working relationships with healthcare teams. Multidisciplinary meetings were held regularly. A cohesive approach from all involved ensured health issues were discussed promptly, and follow-up actions were reviewed with relevant professionals visiting the home when required. This ensured that everyone involved in a person’s care was aware of the input of other professionals and could work together for the best outcomes.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People and their relatives could also access important information safely and securely. People had all necessary information provided in their preferred formats, which ensured they were always involved in any decisions regarding their care.

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 informed them of any changes as a result. People and their relatives were given opportunities to provide feedback about the care and support they received, through regular telephone calls and home visits. Although feedback from a relative confirmed they had never needed to raise any concerns or complaints since the care began, they were very confident the management team would be available and would listen to their feedback as a matter of priority. A relative said, “We know we can contact them at any time, even if it is late in the evening. They are always available and approachable.”

The provider ensured people could access the care, support and treatment they required when they needed it. Staff supported individuals in accessing external services, including healthcare providers such as visiting podiatrists and community nursing/GPs, as well as hairdressers. Family members and people’s representatives were involved to provide support if requested, and advocacy referrals were made when this was not available.

Staff and leaders actively listened to information about people who were most likely to experience inequality in their experiences or outcomes and tailored their care, support and treatment in response to this. The provider was aware of groups of people who were at risk of possible disadvantage and provided staff with training to ensure they understood people’s human rights and were alert to forms of discrimination. The service stated they ensured people and their relatives were given plenty of opportunities to provide feedback about their care and whether they felt they could benefit from any additional help or support. People confirmed they were regularly asked to complete surveys or attend residents’ meetings to discuss their care and support needs.

The provider assisted people in planning for their end of life wishes, documentation demonstrated that care plans addressed aspects of end-of-life care, such as preferred music for funerals and specific support requests during this period. Feedback from a healthcare professional indicated that care staff and management maintained good partnerships with hospice services for those requiring end-of-life care. The home was involved in a pilot with a local hospice, and the registered manager explained that this had been a great learning opportunity for the home.