The Firs Residential 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 received person-centred care that reflected their individual needs and preferences. Care was regularly reviewed, including revisiting previous decisions about care and treatment choices. Relevant healthcare professionals were involved in reviews and provided guidance where required. For example, 1 person told us, “[Staff] will explain things to me and then we talk about it.”

People told us they were happy with the care they received and said staff knew them well. Care plans were personalised and included information about people’s preferences, life histories, and wishes.

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 worked effectively with people and healthcare partners to ensure continuity of care, including when people moved between different services. This helped ensure care remained consistent and responsive to people’s needs.

Relatives told us staff made appropriate referrals to health and social care professionals when needed, including requesting specialist equipment to support people’s care. Staff were confident in seeking support, including requesting GP reviews and accessing emergency care when required.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Staff knew people well and adapted their communication to meet individual needs. For example, we saw staff were mindful of people’s sensory needs and provided appropriate verbal or gentle physical guidance where required. Voice activated devices were also available in the care home and were regularly used by people.

Staff used a range of communication approaches, including gestures, key phrases, and visual aids, to support people’s understanding. They also told us they had access to interpreter services and other technology if needed. We observed staff using these approaches during our assessment, and people responded positively.

The home had recently undergone redecoration, which meant some accessible information, such as signage to support orientation, had been temporarily removed. The manager confirmed new signage had been purchased and was due to be fitted. We found the manager and staff were committed to improving orientation aids, and redecoration work included colour-contrasting bedroom doors to better support people living with dementia.

The provider made it easy for people to share feedback and ideas, or raise complaints abouttheir care, treatment and support. Staff involved people in decisions about their care and toldthem what had changed as a result.

The manager carried out a range of feedback activities with people, their relatives, and other stakeholders. Feedback could be provided in the moment, or through planned activities. This included group and individual meetings, care reviews, surveys, and opportunities to share feedback through a suggestions box. A ‘you said, we did’ visual board was on display and updated on a timed basis.

The manager recognised addressing small comments or concerns was important in improving the quality of care and increasing overall satisfaction. People and their relatives told us they were confident to approach staff should they have any concerns or feedback to provide.

The provider made sure that people could access the care, support and treatment they needed when they needed it. The care home environment was accessible and met the needs of people using the service. People were supported to access healthcare services in a way that suited them, helping to ensure fair and timely access to care.

This included support to attend appointments within the community, as well as arranging for healthcare professionals to visit people at the care home when needed. This flexible approach helped ensure people received the care and treatment they required without unnecessary barriers.

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 had completed relevant training to help ensure they understood and could meet people’s diverse needs. This included training in equality, diversity, and human rights, supporting fair and inclusive care.

Staff demonstrated a good understanding of the people they supported. Each person had a care plan in place and, while we identified that some reviews and updates were needed, these were completed during the assessment timeframe.

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. Staff had completed training to appropriately support people’s changing needs and end-of-life care.

People were supported to plan for their future care in a sensitive and respectful way. Staff held discussions with people, and their relatives where appropriate, about their preferences and wishes for future care, including at significant times in their lives.

The manager had designed and implemented a resource for relatives, providing guidance and support during difficult moments which helped people and their relatives feel informed and involved in decision-making. One person’s relative told us they had received valuable and compassionate support from staff, during a difficult time. They also referred to receiving this resource and told us the information shared was helpful.