Harborne Lane Nursing 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 good. At this assessment the rating has changed to 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 were not always accurate and up to date and this could have an impact on their ability to be at the centre of their care. There was limited evidence of people’s preferences and aspirations in care records. People and their relatives told us staff treated their family members as individuals and care staff were familiar with their needs, preferences and daily routines. However, some people and their relatives had not seen their care plans. One person told us, “I don’t know of any care plan.” Another person told us, “I’ve never heard of care plan.”

Relatives told us staff were familiar with the diverse health and personal care needs, preferences and daily routines of their family members.

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. People had individual care plans and were supported and encouraged to participate in a variety of on and off-site activities.

Staff ensured people had access to information in formats they could understand. Staff demonstrated good awareness, skills and understanding of individual communication needs, they knew how to facilitate communication and when people were trying to tell them something.

People were given opportunities to provide feedback about the service and raise complaints about their care, treatment and support. Opportunities were given to people to respond at their own pace using their preferred method of communication.

The provider had a complaints policy which detailed how people could raise concerns if they were dissatisfied with the service they received and the process for dealing with their concerns.

Relatives confirmed they felt able to speak openly with staff if they had any concerns and were confident appropriate action would be taken to address those concerns.

Complaints were logged, responded to appropriately and actions were identified to improve the service. Records showed that the provider had taken action and responded appropriately to complaints when they were raised.

There were systems in place to regularly seek feedback from people and relatives. This promoted equity in access. We did not identify any concerns in relation to people being able to access external services.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People were supported to access services when needed. The acting manager told us they were building up good relationships with other healthcare professionals. This working relationship enabled people to receive accessible support and treatment. For example, they had worked with the GP to enable people to have easier access. This included a GP from the local surgery visiting the home once a week to review people’s needs.

There were systems in place to regularly seek feedback from people and relatives. This promoted equity in access. We did not identify any concerns in relation to people being able to access external services.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People were supported to access services when needed. The acting manager told us they were building up good relationships with other healthcare professionals. This working relationship enabled people to receive accessible support and treatment. For example, they had worked with the GP to enable people to have easier access. This included a GP from the local surgery visiting the home once a week to review people’s needs.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future. The acting manager told us the service focused on positive outcomes being in place to enrich people’s lives. Care plans included a section regarding end of life care. Some people had chosen not to discuss this at this stage. Where people had discussed their end of life care, plans were contained preferences.