Claremont Care Home

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• 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 treatment choices and worked in partnership with them to respond to changes in their needs.

Staff delivered care in a person centred way and adapted support in response to people’s individual needs and preferences. They knew people well and adjusted care based on changes in mood, comfort and wellbeing.

Care was flexible and responsive to changing circumstances. Staff adjusted support when people were unwell, distressed or tired and took appropriate action when needs changed, including seeking advice from health professionals where required. This helped ensure care remained responsive to people’s needs and supported their wellbeing.
 

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 experienced continuity of care on a day to day basis. Staff knew people well and provided consistent support across shifts, which helped maintain familiarity and stability.

Information about people’s needs was shared within the team. Records showed staff updated care following changes in health or after incidents, and this supported continuity of care.

The service worked with external professionals when required, including general practitioners and emergency services. Advice was followed and reflected in people’s care, supporting ongoing care delivery.
 

The provider supplied appropriate, accurate and up to date information in formats that were tailored to individual needs. However, this was not always consistent, and information was not routinely tailored for all people, which reduced assurance everyone was supported to fully understand information about their care.

Staff communicated with people in ways they could understand, taking account of their individual needs and preferences. People were supported through day to day communication with staff who knew them well and were able to explain care and respond to questions, helping people to understand their care and make informed decisions.

Information was shared with people and their representatives where needed, particularly where care decisions were more complex. This included discussions about changes in health and the involvement of family members or representatives where appropriate.

Some people’s communication needs were supported through adapted approaches, such as the use of easy read materials.
 

The provider made it easy for people to share feedback and ideas, or raise concerns about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

Staff listened to people in day to day care and responded to their needs and preferences. People’s views were reflected in how care was delivered, with staff adapting support in response to people’s wishes, mood and engagement.

People and those important to them were involved in decisions about care. Families and representatives contributed to discussions where needed, particularly when people’s needs changed. This helped ensure care reflected people’s preferences and that they remained involved in decisions about their support.
 

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

People were supported to access care and support in a way which met their individual needs. Staff adapted their approach for people with mobility needs, communication differences and complex health needs, helping to reduce barriers and ensure people could access support safely.

Where people required additional support, staff took appropriate action to help them access services, including seeking input from health professionals and responding to changes in people’s needs. Care was delivered in a flexible way, supporting people to receive care when they needed it.

Staff were able to describe how they supported people with different needs and preferences, and records showed adjustments were made where required. This helped ensure people were able to access care and support in a way which reflected their individual circumstances.
 

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 received care which recognised and responded to their individual needs and circumstances. Staff adapted care to support people with cognitive impairments, communication needs and complex health conditions, helping to ensure they were able to access care and support in a way which met their needs.

Care was adjusted in response to changes in people’s health and wellbeing, and staff took account of different levels of need when providing support. This helped ensure people experienced consistent care so individual differences did not result in poorer outcomes.
 

People were supported to plan for important life changes so they had enough time to make informed decisions about their future, including at the end of their life.

Staff responded appropriately when people’s needs changed. Records showed care was reviewed and adjusted following deterioration, illness or changes in circumstances, and staff sought advice from health professionals where required.

Care planning focused mainly on people’s current needs. While this ensured people received appropriate support in the moment, there was less evidence of forward planning to anticipate future changes in needs.