The Summers

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 told us staff knew their care needs and provided support and care in the way in accordance with their preferences. They told us they were involved in planning their care were kept up to date with any changes, “I am involved in meetings about [person’s] care plan, and go through it with staff every so often to see if anything needs to changed.” Others said, “They know it is important to keep in touch with family and staff help [person] to Face-Time the family, even when they are abroad.” Staff understood people’s needs and spoke confidently of the support they required. There were established systems in place to ensure people’s care needs were regularly reviewed and met their current needs. This included ‘resident of the day’ which meant there was a full audit, review and update of this person’s records, including health, care and social needs. Relatives were encouraged to attend a meeting on the day and be part of this whole review.

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. The manager told us the staff team worked alongside other health professionals to ensure people’s needs were met. Records we reviewed confirmed this, and reflected how staff had contacted external professionals for specific advice about people’s care. Care plans were stored electronically so staff across the home could view them. This helped staff provide continuity of care. Care staff told, “The care plans contain people’s information. They are updated regularly so this is what I look at to understand resident’s needs.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People’s preferred method of communication was recorded in their care plans. For those with specific communication needs, staff told us they also observed people’s body language and behaviours to better understand and respond to them.

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 told us they were invited to take part in meetings and express their views through surveys, “The home holds relatives’ meetings and I have completed questionnaires, they definitely keep in touch with me.” People were aware that if they wished to complain they could speak to the staff or the manager, “If I wasn’t happy I’d speak with [manager], but things are fine,” and “If there are any problems you can always go to see the manager.” However, we were also told, “For certain things I did not receive a reply,” and “Well, we do complain about things and never get a reply. We’re finding it really frustrating.” We subsequently reviewed the provider’s complaints log, we saw complaints which were formally raised, were responded to in a timely way and in accordance with the provider’s complaints policy.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in experiences and outcomes during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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. Relatives told us they were included in meetings to assist their family member to record their preferred end of life wishes. These were often documented in a Recommended Summary Plan for Emergency Care and Treatment (ReSPECT).This plan records a person’s wishes for their clinical care in emergency situations, where the person would not be able to make decisions or express their wishes at that time. The person also had an opportunity to express whether they wished to have cardiopulmonary resuscitation at that time.