Evington Home - Pilgrims' Friend Society

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• 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 ensured people were at the centre of their care and treatment choices and had personalised care plans that reflected their physical, mental, social, and spiritual needs.

People and relatives were involved when care plans were written and reviewed. A person told us how staff asked them questions to ensure their care plan was right for them. Relatives contributed to people’s care plans, where appropriate, and were asked for their views during care plan reviews.

Each person had a key worker who had an overview of their care and was responsible for liaising with the person’s relatives, where appropriate, if any changes or improvements were needed. A named senior care worker was also allocated to each person. They reviewed the person’s care plan to ensure it continued to meet their 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 worked well with external health and social care partners. If people needed support with their healthcare staff promptly referred them to the relevant professionals including district nurses, physiotherapists, and the in-reach team who support people’s mental health.

The service’s regular GP provided people with continuity of care. A relative said, ‘the GP is on top of people’s care’. To improve the care and treatment of people with diabetes senior staff met with the local district nursing team who offered advice and support on how best to manage insulin levels.

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

The service met the requirements of the Accessible Information Standard by identifying and recording people’s communication needs. If people needed aids and adaptations to communicate, for example, glasses, hearing aids, and suitable lighting, this was in their care plans.

Some people communicated non-verbally, using body language/facial expressions, and this was in their care plans, so it was clear to staff. For example, at mealtimes staff presented people with two different meal options so they could indicate which they wanted using body language.

Large print and talking books were available to people. The service’s monthly activities plan was made available in large print and displayed in communal areas. Newsletters were sent out monthly to people and relatives to keep them up to date with what was happening at the service. For people living with dementia, staff used white boards and picture cards as prompts and reminders through the day.

The provider made it easy for people to share feedback and ideas or raise complaints about their care, treatment and support. The service involved them in decisions about their care and told them what’s changed as a result.

People and relatives said they would have no hesitation in speaking out if they needed to. A person told us, “If I was unhappy or worried, I would go to the [registered manager]. I would be happy to do that.” Relatives said they would peak with the registered manager, business manager, or a senior carer if they had any concerns about the care provided. A relative told us, “Staff are always willing to listen and will act on any suggestions.”

Any complaints made were recorded and investigated in line with the provider’s complaints policy and procedure.

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

Staff support was available to people 24 hours a day with a team of daytime and waking night staff on duty round the clock. If people needed medical support out of hours staff used the NHS’s 111 service for advice or urgent call-outs.

GPs and other medical professionals visited people at the service. If people needed to attend hospital appointments either staff or relatives accompanied them and stayed with them as necessary.

The provider actively sought out and listened to information about people who were most likely to experience inequality in experience or outcomes. People’s care and support was planned in response to this.

Staff had a good understanding of people’s cultural needs and ensured these were met within the service or in the wider community. Care plans identified people’s protected characteristics and evidenced how reasonable adjustments were made to support equity in experience and outcomes.

The provider had policies on equality and diversity, and staff were trained in these areas, so they knew how to provide people with inclusive and non-discriminatory care and support.

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 lives.

People had detailed care plans setting out their wishes for the future, including their preferences for palliative and end of life care. These were written in conjunction with people and/or their relatives. They were personalised and detailed, including favourite hymns, fragrances, flowers, and who they would like present. This meant staff could support people at the end of their lives in the way they wanted.