Archived: Green Acres 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 were at the centre of decisions about their care. People were fully included and consulted about the support they needed and their preferences. Staff knew people’s preferences well and ensured people received care that was specific to them. One relative told us, “The staff are amazing. They know my [relative] really well and what is going on. I completely trust the staff.”

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. People benefitted from close partnership working with commissioners, pharmacies, GPs and the hospital.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People were provided with information in a way which met their communication needs. Staff knew people’s communication needs well and adapted their approach to ensure people were fully included. Leaders ensured staff were guided to communicate with people through detailed person-centred care plans. One member of staff told us, “Some people cannot talk because of a medical condition but they are still included in everything. No one is left out and we make sure we communicate in a way which they can understand.”

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. Staff and leaders consulted people to gain their views on the service. There were regular meetings which people and their relatives were invited to where their opinions were sought. The service had a “you said, we did” display identifying the changes which had been made following feedback being given. One member of staff told us, “We have resident and relative meetings. We listen to what people want and how they are finding it here and if something isn’t right, we will put it right.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. People had access to services and professionals they needed. Adjustments were made to ensure the premises was suitable and accessible for people living there. One relative told us, “My [relative] uses a wheelchair but they can get all around the building. No problem. It is all flat and accessible and there is a lift if you live upstairs too.”

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. Systems were in place to make sure there was equity in people’s experiences. We found people’s protected characteristics were understood. Staff knew the importance of ensuring people did not experience discrimination. One member of staff told us, “We treat everyone as individuals here. No one misses out.”

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 end of life wishes were understood and respected. Leaders ensured people had person centred end of life care plans which identified what support the person wishes to receive. Important information was included such as who to contact, whether the person wished to be admitted to hospital and if the person wanted medical intervention. This ensured staff respected the person’s end of life wishes.