Parklands 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 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 provider made sure people were at the centre of their care and support choices, and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. Care and support were delivered in a way that reflected each person’s needs, preferences and routines. Staff knew people well and used their understanding to provide support that was personal and meaningful.

People and their relatives were included in care planning wherever possible and care needs were reviewed regularly or when people’s needs changed. It was clear from our discussions with staff they wanted to provide the best possible care and support. One staff member told us, “The residents are great and I feel quite protective of them. I only want the best for them as they're someone's mam or dad.”

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.

Continuity was supported by long standing staff who knew people well, alongside communication processes such as handovers and team meetings. These systems enabled staff to share information promptly, respond quickly when people’s needs changed, and supported smooth transitions between services.

Staff identified where people needed more professional support in a timely manner and carried out appropriate information gathering to make comprehensive referrals as necessary. Professionals told us the registered manager and clear information sharing supported safe decision making.

The provider 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. The Accessible Information Standard (AIS) 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 that people should get the support they need in relation to communication.

Records showed the service met the AIS as care plans set out people’s communication needs and how staff should share information. Information could be provided in different formats if needed, to ensure people received and understood the content in a way that suited them. Staff kept relatives informed through regular phone calls, meetings and care reviews.

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. Feedback was regularly sought, including through meetings, and people and relatives said this was acted on.

People and relatives told us staff and the management team were approachable and they would feel comfortable raising a concern or complaint. Complaints were appropriately investigated and responded to in a timely manner.

The provider helped people to access the care and support they needed when they needed it. Staff arranged regular visits from health and social care professionals, and quickly sought advice when they noticed changes, for example after falls or when new health concerns were identified.

The provider was preparing the service for imminent refurbishment, which was planned to further enhance the environment and accessibility of some of the bathrooms.

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. Staff knew people and their needs well and used this knowledge to help people achieve positive outcomes.

People experienced kind, consistent care that promoted equality and inclusion, regardless of their needs or level of independence. Feedback gathered showed people felt safe, respected and well supported. People’s comments included, “It’s the best place I’ve been in” and “This is a lovely place. The staff are wonderful.”

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. Where people wanted to discuss this, care plans included their preferences around end of life care.