Parklands Court 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

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.

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.

The provider worked in partnership with people, relatives and other professionals when reviewing changes in people’s needs. Relatives told us they were involved in the care planning process and had access, where appropriate to people's care plans. A visiting professional told us, “Staff on the units appear to have a good understanding of the residents’ individual needs and can usually articulate their daily routine or preference. I have witnessed them going shopping for clothes for residents who have no family and are unable to get out for themselves.” Staff told us they could easily access people’s care plans and risk assessments to identify the individual support each person required. Staff demonstrated they were knowledgeable about people's support needs and said there were regular handovers where changes in peoples’ health, incidents or accidents were shared. One staff member told us, “We have a handover process. We pass on medical issues, distressed behaviour or appointments.”

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. Staff told us people's care was regularly reviewed and visiting professionals told us the provider worked transparently and shared concerns openly. The manager told us there were planned activities and outings in the community. Staff had received specific training so they could meet the needs of people living with dementia. People received support from a consistent staff team. Care records evidenced continued partnership working and referrals to other health professionals were made as and when required.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to people’s needs, such as larger print or Braille. One person told us, “I like to read the daily newspaper, its printed for us in large print.” Relatives told us they were kept updated with their loved one’s health and wellbeing as appropriate.One relative told us, “The staff inform me if I need to know anything or if there are any changes regarding my relative’s care.” The manager told us, “We have measures in place to help support people to understand information, for example Braille and different languages.” Care plans detailed people’s communication ability and recorded communication aids when required. Easy to read information regarding safeguarding was available and accessible.

The provider made it easy for people to share feedback and ideas or raise complaints about their care and support. People told us they knew how to complain and raise concerns. They also confirmed they attended regular meetings where they could share their feedback. One person told us, “I have complained on the odd occasion but was resolved quickly.” A relative said, “The home communicates well. I know who to complain to (if I needed to).”

The manager explained how they dealt with complaints, they said, “We have a complaints procedure that we follow. I will always make contact to the person making the complaint and then follow up to make sure the complainant is satisfied and to see if any lessons learned are needed. I discuss any lessons learned in team meetings and handovers.” We saw that people and relatives had taken part in monthly satisfactory questionnaires. This allowed people to voice their opinions and make recommendations.

The provider made sure people could access the care, support and treatment they needed when they needed it. One person told us, “If I have a medical issue I can see the GP.” Staff told us they raised concerns with external professionals such as district nurses, physiotherapists and the GP as and when needed. Health professionals told us the provider raised referrals as and when required. Records showed people accessed health professionals such as opticians, occupational therapist, specialist nurses and GPs as 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. People told us they had access to a variety of social activities and developmental experiences. This included attending local community events, cafés, church services, and seasonal activities. The manager told us how they ensured people were supported to have positive experiences and outcomes whilst they resided at the service. They said, “We maintain links with local community groups and invite external entertainers and volunteers into the service and family involvement is actively encouraged, residents are supported to maintain important relationships.” The provider supported in-house themed events and cultural celebrations to promote equality, diversity and inclusion. Records showed people were supported to maintain contact with family members, engage in hobbies and interests, achieve goals and experience new activities.

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. Relatives told us how their loved one’s end of life needs were considered. One relative said, “The manager has discussed my relative’s end of wishes with me.” When indicated, staff told us about people’s current end of life support requirements. End of life wishes were clearly documented in care plans. We saw how the home used ReSPECT forms to gather peoples wishes for end-of-life treatments. ReSPECT forms record a summary of a patient's wishes for emergency care and treatment.