Gainsborough 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 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 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.

Care plans were initially written using pre-admission assessment information. They were developed as more was learned about people. Care plans contained useful and person-centred information such as how people liked their tea, whether they liked to joke and types of food they enjoyed. The detailed information in care plans gave real insight into people’s needs, wishes and preferences.
We saw staff support people in a person-centred way, during our lunchtime observations we saw positive support from a staff member who supported a person to cut their food and eat it. A relative told us, “I felt very involved in the formation of [persons] care plan, and that it was person-centred to their individual needs. [Persons] main issue is her anxiety, and I felt strongly that the staff understood this and were very able to offer them the necessary reassurance when needed to cope with this."

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 worked well with local healthcare professionals and ensured people received the support they needed in a timely way. GP appointments and referrals were made as needed, and peoples care records held notes from healthcare professionals.

The provider had a team of regular care staff and did not currently use agency staff. A relative told us, “One of the many good things about Gainsborough is the use of regular staff members, allowing them to get to know their residents well, and for us relatives to build up a good relationship with them."

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

The provider supported people to access information in suitable formats. The provider had met the accessible information standard.
Relatives told us, “Yes, communication with the home is really good and we talk when I visit, or they call me. Agincare though are very poor at communication”. Another relative told us, “Communication from staff has been excellent, and given in an informative and understanding way at all times. I have always felt that they are happy to talk to me about any matter. I'm not aware of a newsletter or meetings, but that may be because I haven't asked!"

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 a complaints and compliments procedure detailing how to manage and investigate concerns. Timescales were in place for responses, and training took place to ensure concerns were managed according to the provider’s policy.

There had been no complaints raised at the time of our inspection, but the registered manager shared compliments received with us. They praised staff for the care they provided in celebrating a person’s birthday and making the day very special for them and thanked them for attending a memorial service for a late resident.

People told us the registered manager was around the service often, so people knew them, and they were happy for people to pop in and see them to ensure people were able to engage with management easily.

The provider made sure that people could access the care, support and treatment they needed when they needed it.
People received services how they preferred. When we inspected this meant a high number of people received services in their rooms or in bed and spent a lot of time sleeping. Whilst this meant activities were few, people were being cared for as they chose.

Call bells were answered promptly, and we saw people being offered drinks throughout the inspection and being supported with care.

The premises were fully accessible, and people could move about and access a garden freely.

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.

Staff members completed training in equality and diversity and there was currently an 87% completion rate. The remaining staff were issued their training in May 2025 and had a 2 week window within which it had to be completed.

The registered manager completed a monthly diversity calendar which was an all faith document containing any celebrations and events in all religions each month. It had celebrations from, for example, Buddhism, Jain, Hindu and Christian faiths and dates of events such as Deaf Awareness Week, Coeliac UK Awareness Week and international day against homophobia, transphobia and biphobia amongst many other things.

The provider ensured people could access equipment that aided them in daily living such as hoists and stand aids as well as supporting them to minimise falls through the use of pressure sensor mats and walking aids.

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.

We saw an advanced care plan that was clear and concise detailing the person had a ‘do not attempt cardio-pulmonary resuscitation’ (DNACPR) in place and that their wishes must be respected. Their wishes were included in their end of life care plan.

People and their relatives could complete advanced care plans and end of life care plans if they wished however, unless they were approaching the end of life it was not essential. Whilst there was a need for planning, it was recognised these were often emotive discussions and had to take place when the person was comfortable to do so. They would regularly be revisited to see if people wanted to add to or start plans.