Carolyne 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 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 79 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The service made sure people were always at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in need. Care plans and risk assessments were regularly reviewed with people to ensure they remained relevant to preferences and wishes for care. We saw where adjustments to people’s care was needed the registered manager took prompt action. For example, making sure people had the correct equipment to support their needs such as adjustable beds, wheelchairs and hoists. The management and staff spent time getting to know people and frequently discussed their likes, dislikes or preferences for care. Staff we spoke with knew people well including their personal history, background and goals. Staff had time to talk with people and build positive relationships. A staff member told us, “We have a wishing tree which has been put in place, and it has been a great success. People can write down their wishes and we do everything we can do to make it happen for them. So far, we have managed to visit China Town in London, bus tours around London, boat trip on Thames, Ice skating, took a resident on a roller coaster and next year we are taking a resident to climb the O2.”

A person told us, “The staff treat me well, they will do anything for you. We have a laugh. The manager is absolutely gorgeous. I have no problems, if I did, I’d go to [manager]. The activities are amazing; there are plenty of things to do. You see those photos; that’s me on a rollercoaster and a bike! The trips out are great. I’m going to walk over the dome next year. The food is very good; you get a choice. Menus are on the table, I normally go to the dining room but I’m not feeling good after my jabs, so I am eating in my room today. It’s a great place and I’ve got the best room in the house.”

Another relative told us, “The staff are brilliant, they do lots with mum. I would highly recommend this home; they really do go the extra mile. To lay on all they do, I think they go above and beyond. The activities are good, and they invite families in to join too. The summer fete and Christmas event was good. [Relative] has been shopping over lakeside, and they support them to go to the local church. One resident asked to see a drag act, and they arranged it all. The home manager is wonderful. They keep me updated with everything and I feel involved.”

Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. The service listened to and understood people’s needs, views and wishes. The management had regular contact with people and their relatives to seek feedback and these discussions were documented. The registered manager told us no formal concerns or complaints had been raised either by people using the service or those acting on their behalf, the local authority or others since the service became operational. This concurred with information held by the Care Quality Commission.

A relative told us, “I know the management team and nurses and all staff are approachable. If I had any questions they would be answered and if staff didn’t know the answer they would find out.” Another relative told us, “I know the management team. They are visible around the home. I have total confidence in them all and I chat to them all the time. I haven’t had to raise any concerns but if I did have to, I would feel comfortable doing so.”

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The registered manager told us that during the assessment process people’s communication needs are assessed to find their preferred way of communicating and identified any adjustments needed. A care plan was then developed detailing the method and style of communication the person preferred. Staff had a range of tools available to aid communication with people. A relative told us, “The manager is very informative. We get all the information we need including regular bulletins which include pictures of our loved ones emailed to us.”

Another relative told us, “We were asked how we preferred communication when our loved one first moved in. We always get a phone call if there’s any problems or if they want us to speak to [relative] if they are feeling a bit down. If I don’t visit, I still get a phone call and find out what’s happening.”

The service 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 from people was also gained during surveys and reviews of their care needs and preferences. People told us they were confident if they raised concerns or a complaint they would be listened to. The registered manager had systems in place to investigate and respond to any complaints received.

On the completion of feedback surveys, management created a ‘you said, we did’ poster and this was displayed on a notice board in the hallway for everyone to see.

A relative told us, “The home recently had a summer fete for all people and relatives which had been a lovey idea. Everyone was given the opportunity to take part and get involved. We were also given the opportunity to provide feedback about the service.” Another relative told us, “We get invited to meetings regularly to provide feedback. We also receive regular newsletters with photos of our loved ones.”

We spoke to a volunteer in the service. They told us, “My loved one used to live here and since they have passed away, I still come here as often as I can and volunteer. It keeps me connected to the home and I love helping others. They are so lovely here and I am made to feel so welcome. The manager always listens and takes time to involve us in all activities.”

The service made sure that people could access the care, support and treatment they needed when they needed it. People were supported by staff to access all their health appointments and follow up appointments when needed. Care plans were person centred and provided guidance on how to support people to have equal access to services by supporting their, mobility, communication and health needs. We saw people had been referred to a range of different health professionals, such as GP’s, District Nurses and Speech and language therapists (SALT). Staff understood people had the right to receive the care and support that met their individual needs. A staff member told us, “If I ever notice a change or feel someone needs additional support, I always raise this with the manager or discuss it with the GP on their weekly rounds.”

Staff and leaders actively listened to information about people who are most likely to experience inequality in outcomes and tailored their care, support and treatment in response to this. Overall, people received appropriate care and support at a time which suited their individual needs. Management and the staffing team understood people’s right to equity in accessing care and support. People told us they were treated fairly and had not experienced any discrimination.

Staff confirmed they had completed training in equality and diversity. Staff were aware of the protected characteristics under the Equality Act acknowledging diversity and valuing differences.

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. Staff discussed with people how they wished to be supported at the end of their life. We saw care plans were detailed and individualised to how people wished to be supported when they were dying. Where people had made decisions on resuscitation and funeral plans this was clearly recorded. Relatives’ views had been taken into account, and their wishes were also recorded.