Ryhope Manor 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 provider met people’s needs.

At our last assessment we rated this key question requires improvement. At this assessment the rating has remained requires improvement. This meant people’s needs were not always met.

This service scored 61 (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 did not always make sure people were at the centre of their care and treatment choices and they did not always work in partnership with people, to decide how to respond to any relevant changes in people’s needs.

People’s care plans did not always fully reflect their physical, emotional, and social needs and contained some generic statements.

Some care plans focussed on individual people’s needs and contained person-centred information. However, this was not consistent across all care records.

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 supported people to maintain good health and access appropriate healthcare services. A relative told us, “They (staff) have called a doctor and taken [person] to the hospital. They will call the doctor or ambulance first then call me.” Care records demonstrated health professionals, such as GPs, physiotherapists and a community frailty nurse, were involved in people’s care to ensure their ongoing health needs were met and continuity of care was maintained.

The provider did not always supply appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

Since 2016 all organisations that provide publicly funded adult social care are legally required to follow the Accessible Information Standard. The Accessible Information Standard tells organisations what they have to do to help ensure people with a disability or sensory loss, and in some circumstances, their carers, get information in a way they can understand it. It also says that people should get the support they need in relation to communication.

Care plans lacked clear instructions to guide staff on how to deliver information to people in the most effective manner. As a result, while staff were aware of communication needs, they did not have explicit instructions within care plans about the best approaches to providing information tailored to each individual.

The provider and staff involved people in decisions about their care but we could not be assured that appropriate action was taken when complaints were received.

During the last assessment the provider’s complaints policy was not being followed as written responses were not provided to complainants. There was limited evidence to understand if the provider had addressed these findings and embedded good practice.

People and most relatives whom we spoke with, told us they had not raised any concerns or complaints but would feel confident to, if required. A relative said, “I have never complained. If I see things going on I will mention it to them (staff) and they sort it out straight away.”

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

People continued to have equal opportunities to access care and support. Staff were aware of people’s needs and how to meet them. Policies and procedures were in place to help ensure people’s rights were upheld.