Sovereign 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 inspection we rated this key question Good. At this inspection the rating has remained Good. This meant people’s needs were met through good organisation and delivery.

This service scored 68 (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 by always working in partnership with people.

People spoke positively about their experiences of care and how staff supported them, but some felt more could be done to improve the social aspects of their care. One person told us, “My care seems alright, it’s what I expect. We don’t have any problems with staff, they do what we ask. There is never time for them to chat, they are far too busy.” Another said, “I haven’t done any activities today. Yesterday they put me in front of this big jigsaw and expected me to do it. I’d prefer to start one myself.”

Staff knew people well and worked closely with health and social care professionals to ensure any changes in a person’s needs were responded to appropriately. Each person had a detailed care plan to help staff understand their likes and dislikes. One staff member told us, “The care plans are helpful and tells us about the person and their needs.”

During our visit we did not see any activities being offered to people on the first and second floor but acknowledged this was partly due to healthcare needs of the people, the majority of which, were cared for in bed. On the ground floor, people enjoyed the spacious garden and putting feed out for the birds and fish.

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 were supported with their needs to improve or maintain their health, this included support to access health professionals. A visitor told us, “[Name] had to go back to hospital for two nights. There’s a plan to talk to the doctor to get a rescue plan (linked to the person’s needs.”

Staff worked across all floors of the home so they knew people well and could provide continuity of care. Staff supported peoples choices where this was possible including their choices of where to have their meals.

The registered manager explained how people had opportunities to interact with others. This included opportunities to visit local places of interest.

The provider did not always ensure people understood what information was available to them including the formats to ensure information was tailored to their individual needs.

People gave mixed messages about how they accessed information with some saying they were not aware of a care plan, ‘residents’ meetings’, or a complaints policy. However, people agreed that staff knew about their needs and confirmed they were able to discuss any concerns or changes relating to their care and support with staff if needed. Comments included, “They have never discussed my care plan no.” And “We’ve never had any meetings.’

We saw there was picture signage around the home to support people to locate areas such as toilets and bathrooms. However, at lunchtime 3 people had difficulty understanding the choices available to them. A staff member asked one person what they would like but did not refer them to the picture menu, instead they showed them a paper list which they did not appear to understand. Plated meals were also not shown. This demonstrated a lack of understanding of people’s communication needs.

The registered manager told people’s ability to access information was assessed by completing a risk assessment where questions were asked around this. They gave an example of one person whose native language was not English. They advised that staff were made available both during the day and night that could speak their language so they could translate to other staff members and ensure the persons needs were met. They also stated documentation could be provided in large print for those that needed this.

The provider had processes in place 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.

Arrangements were in place for people to share feedback and ideas or raise complaints about their care, treatment and support. People told us they had no complaints about the service and if they did, they felt comfortable to raise them with staff or the registered manager. One person said, “I’m happy, I have no complaints.”

Resident forums took place monthly with some people attending. People were encouraged to give their feedback and offer suggestions upon which the registered manager devised an action plan. Notes of these meetings showed people were happy, with some suggestions made around the menu and activities.

Staff told us they involved people in decisions about their care when supporting them.

The service sent out a newsletter regularly to share information with people and their families about the service. The registered manager also held relative’s meetings bi monthly, however no-one had attended the last two meetings. The management team still took the opportunity to hold a meeting where notes were taken so they could share updates on forthcoming activities and work due to be completed around the home. They documented their contact details should anyone need them to raise or discuss anything with the team.

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

People felt they were treated fairly and had equal access to staff to support their needs. Where some people were not able to access activities, there was one-to-one support with staff arranged. One person said, “They treat me fairly I think.”

The registered manager told us there were 2 activity staff employed at the home to support people, and they took the time to find out people’s interests to ensure they could engage them in activities they enjoyed.

People’s communication needs were recorded in their care plans including if the person used hearing aids or glasses to read information given to them.

Daily handover meetings included updates on people’s health and wellbeing so that any actions needed for people to access care, support or treatment were identified. One staff member told us, “Information is shared with us and noted in the app, so all staff are kept up to date on any changes.”

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 including management staff were aware of risks associated with people experiencing inequality and worked to ensure people experienced outcomes tailored to their care, support and treatment in response to this.

Staff had access to policies and procedures in relation to the equality and people’s human rights to help them understand what to consider when supporting people. Staff knew how to ensure people experienced positive care and experiences that met their needs.

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

People could not recall discussing their end-of-life care, however, some people had chosen not to discuss this. Where people were happy to share this information, their care plans detailed their wishes, including information about resuscitation should a decision need to be made by a health professional.

The registered manager told us, “We make sure end of life choices are respected. With residents I go in and have a general conversation, ask how they are feeling, and make sure it’s about them. Make sure they feel safe. We do palliative care plans which some engage in, and others don’t. We do advance care planning.” This is where people have the opportunity to plan their future care while they have capacity. The registered manager said they would offer to come back at a later time if there was anything people did not want to talk about.