St George's 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 remained good.

This meant people’s needs were met through good organisation and delivery.

This service scored 71 (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 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.

People were encouraged to personalise their room with their own belongings, this included pictures, bedding and furniture. People’s care plans were person-centred and included information such as any hobbies, interests and life histories and if the person wore glasses or used a hearing aid.

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’s health needs were reviewed daily through clinical meetings. The registered manager and clinical lead gave examples of how they made referrals and supported people when people’s individual needs changed. Care plans contained information such as appointment outcomes and referrals made. Some people during the inspection raised with us where they were awaiting appointments or would like a referral made. We raised this with the registered manager so they could follow this up as needed.

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

The registered manager told us they could provide information and care plans in alternative formats should this be needed. This included providing information in larger print. Information about people’s individual communication needs was recorded within their care plans.

The provider supported people to share their feedback and ideas, or to raise complaints about their care, treatment and support. Staff involved people in decisions about their care, and aspects of the service such as meals and activities. However, we received some feedback during the inspection where people and relatives felt improvements could be made.

For example, some people and their relatives during the inspection raised with us where they felt some improvements were needed to the service. This included to equipment, incidents, staff checking on them and there being enough staff. We raised this feedback to the registered manager who following our inspection confirmed they were reviewing this and were liaising with these people. Although feedback during the inspection suggested some improvements were needed, the service had received various positive feedback through thank-you cards and acknowledgements of the care and support provided. For example, comments included, Thank-you both so much for not only caring for our mum but for also the care and compassion given to us all. You have an amazing team and a credit to you both’ and ‘The level of care, dedication, sympathy, care and compassion shown to him was exemplary. Always professional, their level of skill and understanding never wavered’.

The registered manager and clinical lead were accessible and available to staff and people, and they attended daily meetings where any changes to people’s individual needs and appointments were discussed and arranged. The provider sought feedback from staff, people and relatives through surveys. The highest positive areas from the last staff survey were staff knowing what was expected of them, the opportunity to do the best every day at work and there have been positives with the introduction of new systems. Areas of improvement were communication, encouraging personal development, training and developing staff within the providers’ model of care. With people and relatives, their top satisfaction scores were in care provided, wellness, food and nutrition and environment. The provider and registered manager were aware of the areas that had been identified to improve on and they were working on making these improvements.

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

People were supported to attend appointments within the community which were important to them. For example, during the inspection 1 person was being supported to access an appointment and another person to go out to a lunch club.

Activities were provided to people in an accessible way. For example, the activities coordinator supported those who might be unable to attend activities within communal areas of the service by taking activities to them in their room. We observed this during the inspection.

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.

St George’s Nursing Home was accessible for people and they could use the lift if they needed to access other communal areas within the service.

The registered manager and staff had a good understanding of supporting people with their individual needs and staff received training in equality and diversity.

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. Although, some improvements could be made to ensure people’s future wishes were explored and documented in their care plan.

For example, some improvements were required to what people’s future wishes might be and if these had been explored as some people’s care plans contained limited information about this. The provider following our inspection provided examples where some people’s wishes had been explored and documented.

However, people’s care plans contained important information such as Do Not Attempt Cardiopulmonary Resuscitation (DNACPR) and these documents were available to staff if needed.