Hickling 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 good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.

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 did not always make sure people were at the centre of their care and treatment choices and they did not always work in partnership with people, to decide how to respond to any relevant changes in people’s needs.

Although staff demonstrated a good understanding of people’s individual needs and preferences, the knowledge was not consistently reflected in care notes and care plans. People told us they were treated well and we observed staff interacting with people in a kind, respectful and calm manner.

A staff member in the dining area was gently encouraging a person to stand independently, using encouraging and motivational words and time to participate at their own pace. This helped to achieve the best outcome whilst maintaining independence and wellbeing.

People’s rooms were personalised to reflect their individual personalities. Personal belongings, photographs and meaningful items reflected each person’s life and interests creating a homely and familiar environment. This supported people particularly those living with a dementia. Relatives consistently told us that family members were happy and well cared for and that staff knew people extremely well.

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 worked closely with visiting healthcare professionals who spoke positively about the service.

Feedback we received was “Experience over the last 8 years is that they are very proactive in alerting us with concerns regarding any changes in behaviour or deterioration, such as decreased oral intake or mobility.” Relatives told us that staff kept them informed about changes in people’s health and families felt reassured and supported.

Staff worked hard to make people feel welcome in the home and a person expressed “We know each other well already and I’ve only been here for six weeks.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. They followed the Accessible Information Standard to get information to people in a way that is understood.

There was information throughout the home advising of how to make a complaint, references to falls, safeguarding, whistleblowing and advice on actions for medication errors. A service user guide was available in a range of formats including large print, a different language and verbally for people who prefer to have a conversation. The manager explained that this builds relationships and gives the person an opportunity to ask questions.

We observed that menus were provided and discussed when taking a meal order, alternatively plated meals were shown to help people choose their preferred meal. To support a person living in the home whose first language was not English, staff had learnt a few words in their native language and used picture aids to support people to understand information, this has improved communication and person-centred care.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people as much as possible about their care.

People and their relatives all explained that they would like to more trips out of the home, these have been planned for this summer and include a trip to the pub and the beach and in the future to visit a model railway exhibition.

People and relatives told us that they would not hesitate to contact staff or the manager, communication is usually through conversation, and everything was dealt with as it arose. They knew how to make a complaint but agreed that it did not usually get that far. Staff informed us that they had an open and honest culture in the home and one staff member said, “The manager and the deputy are approachable, I can go to them for anything.”

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

The home was a building over 2 floors and had adaptions and a lift in place for all people to access all areas of the home.

Management cover was 7 days a week with suitable arrangements for out of hours emergencies and people had access to regular healthcare visits to the home from people such as the GP, district nurse’s and a chiropodist.

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.

The management ensured that peoples social and healthcare needs were met and there were links to the local community with fetes and events enjoyed by the people and the staff.

The registered manager ensured that birthdays were made special with favourite meals prepared and celebrations in the home with some staff attending in their own time and raising funds for future events. One person told us that “I can’t do much now. I used to go down to the activities in the lounge. Now the activities staff come up and see me.” And another person said “The best thing about the service is the stimulation. The activities help keep you with it.”

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.

Care planning via the resident of the day initiative involved regular reviews and involvement of people, relatives and healthcare professionals.

End of life arrangements were handled sensitively with practical and emotional support offered to families. The activities team respectfully provided the loved one's relatives with a scrap book of photographs and memories from the persons experiences at the service after a person had passed away. They explained that this was always well received.