Camden 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 review of this key question, it was rated 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.

People and their representatives were actively involved in reviewing their care and in decisions about their daily support. This was facilitated by staff adhering to care plans, recognising individual preferences, and enabling people to make choices about how they spent their time.

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.

Staff collaborated well across teams and with external professionals to deliver coordinated support tailored to each individual’s assessed needs. Records evidenced this joined-up approach, helping ensure consistency and prompt responses. Transitions between services, including hospital discharges or changes in support, were managed effectively to minimise disruption and reduce anxiety for people.

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

The service followed the Accessible Information Standard, ensuring that individuals’ communication preferences were clearly identified, documented, and met. The registered manager confirmed that information could be provided in accessible formats when needed, such as easy-read or large-print versions. This supported people to take an active role in their care and make informed choices about their available options.

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 service created a culture where feedback was encouraged and acted upon. Individuals and their families were supported to play an active part in reviewing care.

Complaints were handled in accordance with the provider’s policy. Relatives reported that they knew how to raise concerns and felt confident these would be dealt with properly.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

People were assisted in arranging appointments with healthcare professionals and in accessing emergency medical care when needed, taking into account their accessibility requirements.

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.

The provider made sure that the people they supported were treated equitably and free from discrimination. Staff had completed equality and diversity training and consistently applied this knowledge in their daily duties.

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.

There was clear information in place for each individual outlining what to do in the event of a medical emergency, should the need arise. Where appropriate, staff held sensitive discussions with people about their preferences and wishes regarding end‑of‑life care. Some people chose not to explore their end‑of‑life wishes at this time; however, processes were established to support these discussions if they decided to revisit them in the future.