The Rowans 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 changed to good. This meant people’s needs were met through good organisation and delivery.

At the last assessment the provider was in breach of regulations in relation to person centred care. At this assessment the provider had made improvements and was no longer in breach of regulations.

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 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.

Previous areas requiring improvement identified at the last assessment had been addressed. Staff knew people well and the provider had prioritised ensuring care records were fully reflective of people's needs wishes and preferences. This ensured people received personalised care and support.

The manager supported staff to ensure records were fully reflective of the care people received which ensured care and support was provided in a manner that met their individual health and wellbeing needs.

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.

Previous areas requiring improvement identified at the last assessment had been addressed. The provider and manager had spent a lot of time working with staff, people, their relatives and health professionals to ensure accurate records for people were in place.

Records included guidance for staff on how to manage and identify any changes to people's health needs. This ensured that where changes were identified, advice from health professionals was sought in a timely manner to ensure continuity of care for people.

The manager was proactive at ensuring people received reviews from health professionals to confirm current practices and support provided by the service were still required and care delivery was appropriate.

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

Previous areas requiring improvement identified at the last assessment had been addressed. The pragmatic approach by the provider and manager to update and improve information within the service had made significant improvements. Staff were now working on one platform to record information about people and staff confirmed this had made a huge difference in their role. One staff member told us, "We can record in a lot more detail about how people are and the support we have given them. We can read care plans at any time as all the information is in our hand. It is so much better."

Communication between staff teams had improved, regular staff meetings were held collectively and within staff working areas. This ensured any improvements still required were captured and recorded on the service action plan.

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.

Communication with people, relatives and advocates had improved. Meetings had commenced to provide opportunities for people and relatives to speak about the care they received and the running of the service.

Prior to this assessment the provider had sent out feedback surveys to staff, people and their relatives and was awaiting the return of these to support them to identify any further improvements.

Feedback from people about staff and leaders confirmed they felt actively listened to and involved in decisions. One person told us "They [staff] do listen to me and what I like, I tell them you know, and they [staff] sort it out. The new manager is helpful and always here if I need to speak with them. I am very happy here."

Relatives confirmed they were kept up to date with any changes to their loved one’s health or wellbeing. One relative told us, "They [staff] keep me updated with any changes in [relatives name] condition. There is a relatives’ meeting planned for a week’s time and a notice has gone up asking for relatives to attend. This is the first time a relatives and residents meeting had happened."

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

Feedback from staff and partners confirmed people had free choice and access to any external service provisions they required. Processes were in place to ensure people did not experience any barriers in accessing the care and support they required.

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.

Previous areas requiring improvement identified at the last assessment had been addressed. People received individualised care and support. There was a positive atmosphere in the home when we visited. People were happy with the care and support provided. They were engaged in activities that they enjoyed.

Staff accessed external health services for people and records confirmed this was completed in a timely manner and followed up by staff. Staff told us they felt they had more time to spend with people and where they had concerns about people's health or wellbeing, prompt action was taken by the manager to address these.

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.

Records showed that people were supported to express their wishes for future care. Where needed, those close to them had been involved and information was available to move between healthcare services to ensure their wishes were respected.