Saintbridge House Nursing and Residential 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 assessment we rated this key question Good. At this assessment the rating has remained as Good. This meant people’s needs were met through good organisation and delivery.

This service scored 75 (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.

Staff were creative in supporting people to enrich their daily lives when people were at risk of isolation in their bedrooms. One person had preferred to remain in their room than engaging with meaningful activities. The activity coordinator identified that this was because they found it difficult to engage with other people and that the existing route activities on offer were not tempting for the person. They spent time working with the person to identify things they did enjoy, adding these into the persons routine and slowly supported them to engage more fully in communal areas. This had a positive impact on the persons mental health and relationships within the service.

Another person had a love for gardening and growing things when they lived in their own home. Staff ensured that the person was able to grow plants and vegetables, which the chief had incorporated into the menu for all to enjoy. This ensured the person had immense satisfaction and fulfilment. The provider had invested in a new greenhouse for the following year to support this activity.

The whole staff team were focused on maintaining people’s independence, wellbeing and quality of life. Records showed people’s needs were regularly reviewed and updated promptly when changes occurred. Where required, those important to people, including family members, were involved in reviews to help ensure care remained appropriate and responsive.

Communication across the staff team supported a consistent approach to person-centred care. Staff spoke positively about working together and sharing information to ensure people received coordinated support.

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.

The provider demonstrated a clear and proactive approach to working in partnership with other professionals to ensure people received coordinated care. Systems were in place to promote effective communication across the staff team with external services, helping to ensure people only needed to share information once wherever possible.

Staff described effective daily handovers and debriefs, which provided structured opportunities to discuss people’s needs, review any changes and identify where additional support may be required. Records showed that care plans were kept under regular review and updated promptly when people’s needs changed.

Referrals to health care services were made appropriately and staff followed professional guidance to support positive outcomes for people. This joined up approach meant emerging concerns were recognised early and acted upon without delay.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Systems were in place to support compliance with the Accessible Information Standard and General Data Protection Regulation (GDPR).

Policies reviewed reflected current best practice and demonstrated clear commitment to making information easy to understand and accessible. Staff understood their responsibilities in relation to communication support and information sharing.

Care plans included consideration of people’s communication needs, enabling staff to adapt how information was shared. This supported people to understand their care and make informed choices about their support. Where people required additional support, reasonable adjustments were identified and implemented.

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. The provider had systems in place to support people to share feedback, raise concerns and be involved in decisions about their care and support.

A complaints policy and procedure were in place and processes for recording, monitoring and responding to feedback were embedded within daily practice.

People and their relatives were given opportunities to contribute to the development of the service through regular meetings and informal discussions. The provider demonstrated a willingness to act on feedback and use this to drive improvements.

There was a culture that valued people’s views and promoted involvement in shaping care and support.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Care plans reflected people’s individual needs, including mobility, communication and sensory requirements, to help ensure reasonable adjustments were identified and implemented. Systems were in place to support access to services in both routine situations and in emergencies.

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. Policies relating to equality, diversity and dignity were in place and supported by staff training. This helped to ensure staff understood their responsibilities in providing inclusive, respectful care.

Care planning processes considered people’s individual needs and protected characteristics, enabling reasonable adjustments to be made where required.

Staff showed awareness of equality and inclusion principles in their day-to-day practice, and the service promoted a culture of dignity and respect for all. The provider worked to ensure people’s experiences and outcomes were fair and person-centred.

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.

Advanced care planning processes were in place, and records showed that people and, where appropriate, their relatives were involved in discussions about their future care.

Care plans included clear information about people’s wishes for the future, including symptom control and their desired support during final days. This helped to ensure that staff had accessible guidance to follow peoples expressed wishes and provide care that was respectful and dignified.

Staff demonstrated a deep understanding of people’s background and wishes, for example, people who were supported at the end of life were supported through personalised reading of poems or Bible verses in line with their expressed wishes. This approach ensured meaningful engagement continued regardless of health condition.