Rose Tree House

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 82 (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.

Information on people’s life history was sought during the admission process. This was used by staff to support a sense of belonging and develop care plans whichwere reviewed regularly and reflected their physical, emotional and social needs. Staff understood people’s preferences and worked with them and their relatives to make decisions about care. People and relatives confirmed they were involved in care planning. One relative told us, “The staff are brilliant and so caring. We were fully involved in the care plans."

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 well with people, their relatives and health care professionals to ensure continuity of care. Records showed regular GP and community matron visits, and staff shared updates promptly. Staff knew people well and agency use was minimal, supporting consistent care. A relative said, “The manager engages with me, and we speak frequently. If there’s any change to (person’s) health, they contact me straightaway."

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

Information was shared in ways people could understand. The registered manager told us, “If people need information in a different format, this is addressed. Everyone has a communication plan to support this."

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 and relatives were encouraged to give feedback through meetings, surveys and informal conversations. Complaints were managed promptly and lessons learned were shared in team meetings.
One person told us, “The staff are brilliant and so caring. I have not had any concerns or issues; they have been very good."

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

The home was accessible, and reasonable adjustments were made to meet individual needs.
A visiting professional said, “They are very responsive. There is excellent communication. No problems. We have good relationships with all the staff."

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.

People were treated fairly and with respect. Staff promoted inclusion and diversity and demonstrated awareness of equality and human rights.
The provider’s commitment to promoting equality and diversity within the service had been recognised externally when the organisation won an award for inclusion and diversity. The registered manager led several initiatives to embed inclusive practices, ensuring people’s individual needs and backgrounds were respected and celebrated. This achievement reflects the provider’s focus on creating an environment where everyone feels valued and supported.

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.

End-of-life care was planned sensitively and in line with people’s wishes. Staff worked in partnership with families and health care professionals to ensure dignity and comfort. A relative shared, “When (person) died the dedication to detail was overwhelming. They knew (person’s) favourite clothes and made sure that was what they had on.” Another said, “We had discussed this previously. I was sad this happened how it did, but on the other hand I was content knowing (person) would have been in caring hands of people who loved them.”

The registered manager had introduced a memory lane coffee morning for relatives who had lost loved ones. This provided a supportive space for families to share memories and reflect, helping to maintain meaningful connections and offer emotional support after bereavement.