Birchmere Mews

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.
Staff demonstrated a strong commitment to delivering care that centred on each person at the service. They recognised that every person had unique life experiences, preferences, routines and support needs, and they worked hard to ensure people felt valued, respected and listened to.
Staff developed care plans in partnership with people and, where appropriate, their families to ensure the support provided reflected what mattered most to them. They took time to understand each person's background, including their previous occupations, interests, hobbies and daily routines. Staff used this information to tailor care and support in a meaningful and personalised way.
By understanding how people preferred to spend their day, manage their personal care and maintain familiar routines, staff promoted dignity, independence and a continued sense of identity. This approach helped ensure people received care that reflected their individual wishes, preferences and life history.
 

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 closely with GPs, community teams and other health and social care professionals to coordinate care and support positive outcomes for people. They shared information appropriately and maintained accurate records to promote continuity of care and support safe decision-making.
Staff knew people well and demonstrated a good understanding of their individual needs, preferences and daily routines. They used handovers, care records and regular communication to keep colleagues informed about changes in people's health and wellbeing, helping to ensure staff delivered consistent and responsive care.
People were supported to access their local community and participate in activities that reflected their interests and preferences. Through effective communication and partnership working, staff delivered joined-up care that promoted people's wellbeing, independence and quality of life.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.
Staff identified and recorded people's communication and accessibility needs during the admission process and reviewed this information regularly as part of ongoing care planning. Care plans clearly outlined how staff should communicate with each person to ensure they could understand information, express their views and remain involved in decisions about their care.
Staff adapted their communication approach to meet individual needs. For example, staff supported effective communication by using a translation application and speaking in short, simple phrases that were familiar to the resident. In addition, a fluent Spanish-speaking staff member provided support, enabling the resident to communicate more effectively and offering reassurance that promoted their wellbeing.
Staff also demonstrated a personalised approach when supporting people living with advanced dementia and communication difficulties. They took time to build positive relationships and understand each person's facial expressions, body language, gestures and behaviours., This enabled them to recognise when people were happy, anxious, uncomfortable or required support. Staff used reassurance, eye contact, a calm tone of voice, visual cues and familiar objects to help people feel understood, safe and included.
The provider promoted accessible information and provided information in alternative formats, including large print, braille, audio, easy-read documents and different languages. This helped ensure people could access information in a format that met their individual communication and accessibility needs.
 

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 actively involved people, their relatives and representatives in planning and reviewing care. They took time to listen to people's views, preferences and changing needs and used this information to adapt care and support accordingly.
Staff developed positive relationships with relatives and encouraged them to contribute to care planning and review processes. This collaborative approach helped staff gain a better understanding of people's individual needs, preferences and life experiences and ensured care remained person-centred.
The provider encouraged people and their relatives to raise concerns, provide feedback and share their experiences of care. Staff treated complaints and concerns seriously, investigated them appropriately and responded in a fair and transparent manner. People and relatives told us they felt comfortable raising issues and were confident staff and managers would listen and act when needed.
Managers used feedback from residents and relatives’ meetings, complaints and concerns as opportunities to learn and improve the service. They reviewed information regularly to identify themes and implement changes where necessary. This helped ensure the service remained responsive to people's needs and improved the quality of care provided.
 

The provider made sure that people could access the care, support and treatment they needed when they needed it.
The service provided a well-designed, dementia-friendly environment that promoted people's comfort, independence, and wellbeing. People had access to a range of communal and private spaces, including secure balcony gardens and accessible outdoor areas. Information about activities and menus was readily available, and call bell systems enabled people to request support when needed. The service worked proactively with healthcare professionals, including arranging in-house GP visits and access to specialist services. This ensured people received timely healthcare support that met their individual needs. For example, where people were unable to attend external appointments, staff arranged visits from healthcare professionals such as district nurses, opticians and podiatrists.

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 experienced care and support that was equitable, inclusive, and tailored to their individual needs. Staff had received training about equality and diversity and understood the importance of recognising and respecting people's diverse backgrounds, identities, and life experiences, ensuring care was delivered without discrimination. Assessments and care plans identified people's cultural, religious, communication, and health needs, which enabled staff to provide care that reflected individual preferences. People were supported to maintain their identity, relationships, and interests, and staff demonstrated a good understanding of what was important to them. Reasonable adjustments were made where required to support people with disabilities, sensory impairments, or communication needs.
 

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.
Although no one was receiving end-of-life care at the time of inspection, staff had access to the information they needed to respect and uphold people's wishes and preferences for future care. Care plans contained clear and detailed guidance to help staff understand and follow people's choices and decisions.
The service planned proactively for potential end-of-life care needs by maintaining appropriate anticipatory medicines where required. This ensured staff could respond promptly to any deterioration in a person's health, helping to provide timely symptom relief, pain management, and comfort without delay.
Records showed staff supported people to make decisions about their future care and treatment. This included maintaining ReSPECT and DNACPR documentation, which helped ensure people's wishes and preferences were known and could be followed during an emergency if they were unable to communicate them.
Care records showed people were supported to discuss and plan for their future. This included identifying personal goals, aspirations and outcomes they wished to achieve, as well as what was important to them in their day-to-day lives. Staff used this information to tailor support to each person's individual preferences and to ensure care reflected their lifestyle, values, beliefs and choices. This helped staff deliver personalised care that supported people's independence, relationships, interests and future ambitions.