The Gables Retirement 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 requires improvement. 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 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.

Staff took time to talk to people and supported them to choose how they wished to spend their time. One relative told us, “Staff talk to the residents. [Person] loves them. We can hear [person] laughing when we are coming in and they are dancing together.” Staff responded to people patiently and used appropriate banter and affection. This helped to maintain a relaxed environment. A relative shared, “The tone of voice the carers use with the residents is comforting.” Systems were in place to audit care plans, with a focus on ensuring they were written in a person-centred way.

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 had positive working relationships with a range of professionals and were confident in reaching out when support or advice was needed. Recommendations made by professionals were recorded in peoples care plan and staff followed this guidance.

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

Systems and processes were in place to support people to share feedback and ideas, or raise complaints about their care, treatment and support. Since our last inspection, meetings had been held with people, relatives and staff, providing them with service updates and opportunities to share views. Additionally, quality surveys had been sent out and findings had been analysed to identify common themes. Results were printed and visible on noticeboards within the home for people to see how their feedback was being used. This mainly included additions to the overall service improvement plans. Overall, people and relatives felt improvements had been made to communication from the service. One relative told us, “We were invited to a family meeting where we could share any ideas or concerns. We did attend. I liked the ideas about the garden. We were updated on changes of managers. They said the meetings would be held regularly. The manager answered all the points.”

Ongoing improvements were required to ensure the physical premises was fully accessible. For example, there continued to be a lack of signage, or support for people to orientate. As some people using the service had dementia, or cognitive impairment, this impacted on their ability to navigate around the home. Some relatives felt more bespoke support and activities would benefit their loved ones to ensure they were fully engaged with their care and support.

However, people’s care records provided guidance for staff in making reasonable adjustments to ensure they could access the care and treatment they needed. Improvements had been made to guidance and understanding on the use of pain scales, to ensure people who could not verbally communicate their pain levels were able to access pain relief as required.

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.