Rutland Road 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 79 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Staff placed people at the centre of every decision and listened to what they wanted. They explained options clearly and helped people choose how their care should happen. Staff involved people in planning and reviewed care regularly with them. They updated plans quickly when people’s needs changed. They helped people express their wishes using their preferred communication methods. Staff understood people’s histories, preferences and long term goals and shaped support around these. They encouraged people to stay involved in decisions about daily life and future plans. Staff shared changes with the team, so everyone understood current needs. People felt heard, respected and fully involved in shaping their own care.

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 understood the different health and social needs of the people they supported. They used this knowledge to tailor care and respond to what each person needed. Staff worked closely with relatives (where appropriate), advocates and other services to keep care joined up. They shared information clearly,‑ so everyone involved understood current needs and noticed when people needed extra help and contacted the right services quickly. The home manager offered consistency by using familiar staff whenever possible. They supported people to attend a wide range of community activities and day services alongside other support networks. People said staff understood their needs and helped them stay connected with their community.

Staff gave people clear, accurate and up to ‑date‑ information in ways they understood. They understood each person’s communication needs and used formats such as large print and illustrated easy ‑read information sheets. Staff explained choices, rights and plans using simple language and supported people to understand letters and information they received by post. They kept personal information safe and shared it only with consent. People said staff explained things well and made information easy to understand. One person said, “If I don’t understand a letter or something, staff will read it to me and explain it. “

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Each person had easy read information about how to make a complaint, and regular surveys were carried out to seek feedback about the service. We saw actions were taken from these surveys and shared with people. For example, people had identified they would like to have a smart speaker, and this was agreed and purchased.

Staff involved people in decisions about their care and told them what had changed as a result. They supported people to use advocates when extra help was needed. Staff listened carefully when people raised concerns and acted quickly to address them. For example, 1 person raised concerns about how they had been supported the previous evening. The home manager took their concerns seriously and immediately took steps to establish what had happened and identify what action was needed to address it. They spoke openly about learning from complaints and showed how actions made a difference. People said staff took their views seriously and treated them with kindness and respect.

The provider made sure people got the care and support they needed when they needed it. Staff offered flexible help and adapted routines to suit each person. They understood people’s mobility, sensory and communication needs and used reasonable adjustments to remove barriers. Staff helped people attend appointments and responded quickly when needs changed. They noticed when people struggled and took steps to source extra support. The provider kept the environment safe, accessible and easy to move around.

Staff and leaders were innovative in how they listened to information about people who are most likely to experience inequality in experience or outcomes. They actively used this information to provide exceptionally tailored care, support and treatment in response to this. Staff worked together to remove barriers and improve people’s experience. For example, the home manager told us about the work they did to support 1 person to improve their quality of life by building bespoke opportunities for them when existing resources were not suitable. This had resulted in the person revealing skills that had previously been masked. Staff understood people’s backgrounds, identities and protected characteristics and shaped support around these needs. They created an inclusive atmosphere where everyone felt valued, respected and treated equally. They adapted care plans to reflect each person’s needs, risks and preferences. They helped people understand their rights and encouraged them to speak up and noticed when people faced discrimination and took action to address it.

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. They had plans in place that reflected what they wanted, and staff knew who to contact if extra support was needed. Some people had lived at the service for years, and remaining there was important to them. The management team explained that helping people stay in their home for as long as possible was a key priority, and they were committed to doing whatever was needed to make this happen.