St Catherines Nursing 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 the provider met people’s needs.At our last assessment we rated this key question good. At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people were safe and protected from avoidable harm.

This service scored 71 (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 did work in partnership with people, to decide how to respond to any relevant changes in people’s needs. We saw staff provided person centred care and listened to people. However, staff did not always engage with people in a person-centred way and were often task focused. The registered manager was aware of this and was working with staff to improve outcomes for people.

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’s needs were identified in their care plans and there were good links with health and care services. There was detailed information available to use which ensured continuity of care, for example, if people were admitted to hospital.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Information was available for people throughout the home to assist them to understand daily activities and menus.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support.Staffinvolved people in decisions about their care or tell them what had changed as a result. The provider had a complaints procedure which was displayed in the home and communicated to people and relatives. We saw complaints were taken seriously and lessons learnt were part of the provider’s ongoing commitment to continuous improvement and transparency.

People knew who to contact if they needed to make raise any concerns and they felt listened to. One relative said, “I have no complaints.” Relatives told us if they had any issues, they would raise them with staff and were confident it would be dealt with.

Resident meetings took place monthly; these were documented and well attended. The meetings included matters which had been raised at previous meeting to ensure actions had been followed up and addressed. We saw there was an agenda for items to be discussed and actions to be taken.

The provider made sure that people could access the care, support and treatment they needed when they needed it. We saw signage was in place to assist people to navigate around the service and people had access to meaningful social stimulation and activities. However, we found that some people did not have access to a call bell, we were told it was because the people were unable to use them, however, we found no best interest decisions completed to show the decision-making process. The registered manager assured us this would be reviewed and decisions documented in peoples care plans.

Staff and leaders actively listen to information about people who are most likely to experience inequality in experience or outcomes. This meant people’s care was tailored in response to this. People received care that reflected their individual needs and preferences. Some improvements were required to people's care and support; the registered manager was aware of this and was actively working through an improvement plan. Staff we spoke with told us there was more continuity, which improved outcomes for people.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including a medical emergency or at the end of their life. We saw end of life care plans in place.