Silvermere 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 outstanding. At this assessment the rating has changed to good. This meant people’s needs were met through good organisation and delivery.

This service scored 71 (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 needed to make some improvements to ensure people were at the centre of their care.

We were aware there were plans in place to change to an alternative care planning system. However, we found there was some important information missing from care plans. This included some guidance around people’s mental health needs. There were handwritten summaries of people’s life histories for the activity staff, but this information needed to be included in the electronic care plans for all staff to access. The manager told us they were taking action to address this. Other elements of the care planning were person-centred with detail about how people liked to be supported and areas of activity where they remained independent.

There were mixed responses from people and relatives around the activities on offer. Some comments included, “He is very interested in watching sport, but it doesn’t seem to happen” and “I wish we had more crafts to do or even playing cards. I haven’t really played cards, but I could learn.” Whilst other comments included, “They make an effort to include him in activities, entertainment”, “He does activities, more than when he was at home” and “We had a major wedding anniversary a week or so ago. They let us have a room for a big family event. They are very people centred. Everyone knows each other.” We observed multiple activities taking place in the service on the day of our visit which were varied based on people’s capabilities. There was also an entertainer in the afternoon which all people were encouraged to attend

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 shared with us how they supported people, and relatives told us they felt staff communication with them was good. Staff ensured they attended handovers to share any information about people whilst they had been on shift. The manager told us, “I review the handover process in the home, I make sure the information is meaningful. I attend handovers and listen to the quality of them.”

People were supported by dedicated staff teams that promoted the continuity of their care. One member of staff told us, “We keep care plans up-to-date and update it every time we provide care for the residents.”

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

The service had an Accessible Information Standard (AIS) policy in place and people were able to access information. One person said, “If you can’t speak for yourself, they (staff) are almost more proactive.” The manager told us, “We have residents that need large print magazines. Activities planner in larger format. We have 1 resident that speaks Urdu, and we allocate staff that speak that language. We use pictures for menus but for meals we do show plates. We use signs to orientate people and the activities planner is visual other than words.”

We observed all of this in practice on the day. We also observed staff sitting and reading the activities schedule with people.

The provider was exceptional at enabling people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff always involved people in decisions about their care and told them what had changed as a result.

Without exception, people told us they felt involved in the running of the service and felt listened to. People told us, “There was a meeting 8 weeks ago – great that it was organised – quite a few complaints and there has been a change in management since then”, “We get chance to nominate employee of the month. If you want to speak to the manager, it is very easy to do” and “Residents meeting every month and they will ask us for feedback.” A relative told us, “We get emails weekly about activities and monthly about trips.”

There were monthly resident meetings and surveys sent to people and relatives to gain their feedback. One person said, “(Staff member) will consult people all the time to gain views and ask if there are changes, you’d like to see.” After surveys were completed, actions plans were put in place to address any suggestions. There were also ‘You said’ - ‘We did’ information provided to people so they could see the results of their feedback.

The provider had a complaints policy and procedures in place which people and their relatives knew about. We saw from the complaint, these were thoroughly investigated and responded to.

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

There were adapted facilities such as grab rails in bathrooms to support people overcome physical challenges, and staff supported people to their iPad, mobile phones and laptops to watch films and keep in touch with friends and family. One relative told us, “I spend part of the year (abroad), and I Facetime him when I am away. They go and get his iPad from his room, and they call me back – so we can see each other.” People living with dementia had access to a large interactive television screen.

Staff had completed training in equality and diversity. We observed staff treating people as individuals, using their preferred pronouns and names. Staff actively kept the environment free from obstacles to maximise the safety of people to walk freely around their home, and they knew the procedures to follow in an emergency.

The manager told us, “We have dental at home for those not comfortable not going to dentist. We are setting up home opticians. We have an external physio; we give people the option for the physio to come here.”

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 recognised and respected people’s social needs, religious backgrounds and cultural needs. For example, where people preferred to have personal care given by a female carer, this was facilitated. One person told us, “We have a service here on Sunday mornings with people coming from outside to lead the service. We had a Roman Catholic service here on Sunday which I enjoyed.” One person was supported to be reminded of Ramadan despite their progression through their dementia journey. A member of staff said, “In Ramadan we do fasting. Made a fasting station including a calendar, a water bottle and some dates. (Person) seems to recognise it.”

One member of staff told us a person wanted to play Bridge but nobody else did, “We contacted the Avery home in Chertsey and there were people there who enjoyed Bridge. We invited them over for the day so they could enjoy the game together.”

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’s care records contained information and documents about their DNACPR status (do not attempt cardiopulmonary resuscitation). This is an advanced decision not to attempt CPR; it is not about other treatments or care. Staff were aware of people’s wishes and had completed training in end-of-life care. The manager told us, “We have reached out to (local hospice) to assist with more End-of-Life care (training).”

Staff told us they worked closely with people, their relatives and professionals to ensure people’s needs were met. Staff told us the service provided emotional support to families, ensuring that people’s lives were celebrated.