Millbrow Care 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 that the provider met people’s needs.

At our last inspection we rated this key question good. During this inspection this key question has remained the same. 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 made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. There was good communication sharing amongst staff, including handovers at the end of each shift. This ensured changes to people’s needs were acted upon. Care plans around people’s backgrounds and routines contained enough information to ensure staff supported them safely.

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 dependency tools which were accurate, recorded levels of care needs and interventions. Additionally, if people required 1-1 support or support to attend an appointment, this was done in consultation with their relatives.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. For example, there was information available for people in different formats, for example, the menu was both pictorial and printed to help support people’s choice.

The provider 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. Everyone we spoke with told us they had never made a complaint but would understand the process if they needed to.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Staff contacted GP’s and out of hours providers when needed. We also saw staff had made referrals for additional equipment for people. People were registered with dentists and opticians.

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. Staff told us how they advocated for people, by contacting MDT professionals to escalate any changes to peoples physical and mental health. Also, by making sure any routine health screening appointments were made for people either with their consent or under a best interest process.

People were not always 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. Despite there being end of life plans in place, they lacked some detail and did not capture people’s wishes. We fed this back to the registered manager at the time of our inspection.