St Anne's 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 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 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.

Relatives told us people received person-centred care.

Staff understood the importance of providing care in a person-centred way. One staff member said, “To ensure people’s wishes and needs are taken into account we always approach residents with person centred care.” Another staff member told us, “I support residents making choices, for example bringing out 2 dresses to show [person] allowing [person] to choose which 1 they prefer. When offering drinks to residents I do ask them which they want, if coffee or tea, and orange squash or pineapple squash.”

We observed staff providing support to people in an appropriate way. For example, when supporting them with manual handling in a dignified manner.

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.

Health and social care professionals were complimentary about working with the service.A professional said, “St Anne's are known here for their ability to manage very complex cases, often supporting those people who have been subject to section under the mental health act.”

Staff confirmed they knew how to contact health and social care professionals to ensure care for people was flexible and joined up. A staff member said, “I regularly communicate with healthcare professionals such as GPs, district nurses, mental health teams, pharmacists, and paramedics when needed. They are often directly involved in residents’ care plans, reviews, medication changes, and clinical decisions. We follow their guidance and update records accordingly.”

Care plan records showed input from various health and social care professionals.

The service supplied 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 (AIS). 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 people should get the support they need in relation to communication.

The service had display boards with pictures of food to inform people about the menu choices for the day. Another board had the current date and a list of activities and announcements. People’s communication needs were assessed and described in their care plans in line with the AIS. This meant the accessible information standards were followed.

Staff understood the importance of using people’s preferred form of communication. A staff member said, “I support people by offering them options rather than making decisions for them. For example, choices about clothing, meals, preferred routines, or how they want their day to go. I make sure communication is clear and give people space to make their own decisions.”

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.

The provider had an up-to-date complaints policy in place. Where complaints had been made these had been responded to and resolved.

Relatives confirmed they knew how to raise complaints or concerns. One relative said, “If Iwere to see any problem, I would go to a team leader or to the manager, who seems very aware of everything happening in the home.” Another relative told us, “I know I can speak to the registered manager and staff regarding [person].”

Staff confirmed they understood how to support and involve people to make choices in their day to day lives. A staff member said, “The residents we support must be presented with alternative choices as this will help them to choose. For example, a carer should ask what a resident would like to wear to a Christmas party by showing the resident different attires.”

The service sent out surveys to relatives and organised relatives and resident meetings to ensure their voice could be heard.

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

Records showed people were supported to see health and social care professionals when they needed to. People had access to mobility equipment in line with their assessed needs.

A relative said, “I feel [person] needs support from time to time and this is readily given.”

Staff received training in equality and diversity.A staff member said, “A resident’s religious and social stance should be respected. As a care assistant, professional boundaries should be maintained. In situations where I need to support a resident’s social needs, I ensure I follow the support plan and adopt the best interest principle if need be.”

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.

One relative said, “I have been very satisfied with [person’s] care in the years they’ve been in St. Anne’s and have attended the many events that are organized for residents and relatives.”

Staff told us they knew people well and spoke knowledgeably about people’s individual needs and preferences.A staff member said, “It is important to know about their past, hobbies and preferences so we can offer them meaningful activities.”

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 had plans in place, which detailed their preference for care at the end of life.People who had do not attempt resuscitation orders (DNACPR) had these clearly documented in their care records.

Staff told us they were aware of people’s wishes and had access to relevant documentation regarding end of life care. A staff member said, “I have supported people at the end of life. I received training on how to make the resident comfortable. Communication with families putting them at ease, recognising signs of deterioration, and ensuring dignity. DNACPR information is clearly recorded in each person’s care plan.”