Red Rose Care Community

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 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 worked in partnership with people, to decide how to respond to any relevant changes in people’s needs. Whilst care plans did not always have accurate information, people were cared for by a staff team who knew when well. Staff during our visit were able to explain people’s needs and how people wanted to be supported. People told us they felt staff knew them well. One person told us, “They know if feel the cold so like to wear things with a collar and my little scarf. They’ll help me choose from my clothes. It’s quite up to me when I want my light turned off and ready to sleep."

There were some shortfalls in how the provider understood the diverse health and care needs of people and their local communities, so care was not always joined-up, flexible or supportive of choice and continuity. Health professionals raised concerns about how healthcare needs were understood and agreed actions not always completed by staff. This meant care was not always responsive to support people’s needs. Clinical care plans lacked detailed to allow staff to ensure staff had clear guidance to follow for people with diverse health care needs. People told us they could access any health professional when they asked. One person told us, “You can ask to see a dentist here and book the chiropodist too. I know the optician will come in if you ask. I’ve had the staff call the GP to come and check on me too."

People had communication care plans in place to guide staff on people’s communication needs. The provider had a communication policy in place that detailed how staff should communicate with people. Staff understood people’s communication methods and styles and provided information in a way which met people’s different communication needs. For example, an easy read complaint process was available to people. Information about people was stored securely via electronic records which staff could access anytime.

The provider had resident and relative meetings regularly to listen and involve people. Whilst people’s concerns were recorded there was not always action taken to respond to the concerns or any records to show if action had been taken. This meant there was missed opportunities to ensure people received responsive care.

We observed complaints procedures in people’s bedrooms to support them on how to raise a complaint. Complaints were recorded and responded to. One person told us,” I complained about the awful cheap bread used for sandwiches, and for a jacket potato for tea, he was given a big sausage roll and baked beans. They listened and the chef gives me the weekly meal plan so I can pick and choose for him and ask for a different option if needs be.” This meant people were listened to when complaints had been made.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Red Rose Community Care had been adapted to ensure peoples care needs could be met, and the home was accessible for all the people they supported. For example, walk in showers and wider doors to allow easy access of wheelchairs. People had access to healthcare such as dentist, opticians and local GP as and when needed. This meant people were supported to access to care and treatment.

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. Some people were not able to leave the service due to health conditions. This meant they could not always go to access health services. The registered manager had arranged for eye care company and a community dentist to visit the home, to ensure everyone received their health care checks. This meant people did not experience inequalities due to their health conditions.

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. People had detailed person-centred end of life care plans. The plans included people’s wishes and preferences. Staff ensured people were cared for and had dignified support. For example, staff made personalised blankets to be put over them when people were supported by the undertakers. The registered manager told us, “We feel this is a more dignified way of leaving than the bag/pouch they provide. We also give the relatives a golden rose to express love, respect and remembrance. This also symbolises the name of our home. We send a sympathy card to the relatives and offer any support should they require it."