Cambron House

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 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. Although staff were caring in their interactions with people, they were often task focused. The service advertised specific visiting hours for relatives and friends which was not conducive to an open and homely reception. The registered manager told us there was flexibility around these times but would review their approach.

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. We saw referrals were made and advice sought form health care professionals: however, documentation could be improved to clearly evidence advice was followed. For example, OT had assessed a person moving and handling, but this was not documented in their care plan. However, staff knew people well and understood how to support people in line with guidance. The registered manager took appropriate actions to ensure people were safe.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Information was displayed in the service to communicate things such as events, policies and meetings. Easy to read versions of policies and procedures were also available.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result. The provider had a complaints procedure which was displayed in the home and communicated to people and relatives. We saw complaints were taken seriously and us as part of the provider’s ongoing commitment to continuous improvement and transparency.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People had access to all areas of the home and signage was in place to assist people to navigate around the service. Staff and leaders ensured people had easy access to healthcare professionals and the community.

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. External professionals told us staff and leaders worked well with them to ensure people received a seamless service and worked well to improve the lives and experience for people living at the home. One external professional said, “I have noticed an improvement in the care provided over the last few years, and especially since the current manager has come into post. Although aesthetically it may not be the best looking in terms of care homes, the care and compassion shown from the staff has impressed me.”

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. Staff were knowledgeable about end-of-life care and told us they would ensure people and their relatives were supported in a compassionate way. End of life care plans were in place as required, to support people through this stage of their lives.