Finch Manor 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 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 64 (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. People generally spoke positively about most of the staff team and felt their needs and preferences were understood. A family member commented, “I am pleased with the care.” However, one person who lived in the service told us, “Staff are okay, but you have to explain everything to [other staff members].”

We observed people being assisted to bathe when they chose however some people told us they would love, to have a shower, and would like to access the garden, but they didn’t think the correct moving and handling equipment was available. We checked and this was available. We shared this feedback with the management team told us they would discuss this with the person.

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 had access to healthcare from a range of health and social care providers when needed. Referrals were made to other professionals when needed following changes in a person’s needs. Healthcare professionals commented on the continuing positive partnership working which had developed.

The provider did not always supply appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Some information around the home was not up to date. For example, menus were not all accurately displayed. In one area of the home, the clock was set to the wrong time and activities information on boards was limited. This could create difficulties for people, particularly those who lived with dementia to make decisions and maintain a sense of space and time.

People had access to information about the service. The service users guide was available in alternative formats, upon request. Some information included key contacts which needed to be updated. This was immediately addressed when raised with the manager.

People had information provided to them when English was not their first language. One person had newspapers printed in another language which enabled them to keep up to date with current affairs.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff told people what had changed as a result. There was a complaints policy and information on how to complain was displayed and available through the literature available about the service. Records were maintained of formal complaints, and the actions taken. Most people knew how to raise a complaint about the service or share feedback. A person told us, “I would speak with [the nurse] if I had any complaints.” Another person told us, “[The deputy manager] is brilliant and can sort anything out."

The provider made sure that people could access the care, support and treatment they needed when they needed it. Records were maintained when people accessed support from other services. Important contact details were contained within care plans. We observed professionals visiting people, such as the district nurse during our assessment visits.

Staff and leaders did not always actively listen to information about people who are most likely to experience inequality in experience or outcomes. This meant people’s care was not always tailored in response to this. Most people and their family members were generally positive about the care they received from the staff team. However, our observations of staff practices demonstrated some inconsistencies. For example, in most areas, dining tables were nicely set and inviting, promoting a positive dining experience. However, in one area, tables were not fully set in the same way and people were not always offered condiments with their meal.

Activities were arranged within the service and people confirmed staff offered time with them when they were unable to get out of bed. Finch Manor Nursing Home provides care to people with a varied level of care needs and people who were at different stages of dementia. We observed in some areas, there was a homely feel with regular activities taking place whilst in another area of the service activities were more limited, unless a person could leave that household to access activities elsewhere in the building. We raised these observations with the management team. The manager told us they were aware further improvements were needed; activity staff shared their plans for improving the activity offer within the service and the manager told us they would carry out further observations of practice themselves.

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. Some people had shared details about their plans for the future. This included end of life care wishes and whether they had chosen to have a do not attempt cardiopulmonary resuscitation (DNACPR) order in place. Care plans reflected peoples wishes and feelings regarding their care at the end of life, however some people had told staff they did not want to discuss this aspect of their care. Where this was the case, we discussed with the management team this view should be recorded and reviewed with the person.

Other people were staying at the service on a short-term basis. Care plans reflected this as well as the support they needed to successfully move on to less a dependent setting, or back to their home address.