Elton Hall 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. People told us staff supported them to make choices and knew their needs well. A person told us, “Staff took the time to get to know me."

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. Care plans detailed other health and social care services involved in people’s care. Information was passed between staff and professionals to give people continuity of care.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Information about the service was available in different formats on request, people were made aware of this as it was displayed on posters in the home. Staff communicated with people in the most appropriate way for that person. Support plans gave them guidance on people’s communication styles and needs.

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.

People had meetings to discuss what happened in the home and explore new things they would like to try. The provider also gathered feedback from satisfaction surveys and acted on any feedback given. The home had a process for formal complaints and more informal comments about the home. The home received very few negative comments or complaints and any received were responded to.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Staff understood the importance of ensuring people had access to the right health and social care services. People were supported to access treatment when needed, and families were informed and involved when appropriate.

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 completed training in equality and diversity to understand and reduce inequalities or prejudices that affected outcomes for people. The management team ensured peoples’ social and healthcare needs were fully considered and met.

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. Care files included information on people’s future wishes and preferences. Staff had training on how to support people with end-of-life care.