Tanglewood 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. This is the first assessment for this service. This key question has been rated 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.

The provider was exceptional at making 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 and relatives told us they were fully involved in care planning and had seen their care plans. One relative told us, “[My family member] is able to contribute to their own care plan.”

The service consistently delivered care that was highly personalised and tailored to each person’s unique needs, preferences and aspirations. Care plans clearly reflected people’s preferences, personal histories, cultural backgrounds and lifestyle choices, ensuring care was meaningful and respectful. Staff revisited these regularly to confirm they remained accurate. Different approaches were used to support communication depending on the need of each person. This included guidance about time to respond as well as visual aids, enabling people with complex needs to express their wishes. Records showed consent was documented consistently and reviewed in line with legal requirements.

Staff went above and beyond to create experiences that enriched people’s lives, using innovative approaches to support communication and decision-making. Care was adapted flexibly to meet changing needs while promoting dignity and independence.

One example involved a family who wished to live together in the home. The service worked closely with them, their advocates and other professionals to make this possible. People told us they felt supported and valued, with 1 person saying, "The staff treated me very well and helped me spend time with my family." Over time, staff helped family members build confidence and develop skills to explore life beyond the home. They began enjoying everyday experiences such as shopping and helping with household tasks, and some discovered new interests and had expanded their tastes to now enjoy a wide and varied diet. One person had plans to move into their own home, while another had taken an active role in the service by joining interview panels to help recruit new staff. This personalised support made a profound difference to the family’s quality of life and demonstrated an outstanding commitment to promoting independence and inclusion.

People told us they felt fully involved in planning and reviewing care, and feedback described the service as, “Excellent.” The registered manager’s commitment to individuality and empowerment was evident in every interaction and supported by strong leadership and continuous staff development. One person told us, “The [registered] manager takes us shopping and for a coffee. We love that.” The service’s culture of listening, learning, and adapting ensured outstanding, person-centred care that promoted wellbeing and quality of life.

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 service provided consistent, quality care that met people’s needs and supported their wellbeing. Staff worked collaboratively with health and social care professionals to ensure care was well-coordinated and responsive. A professional said, “The [staff] team engages with our [service] in a co-operative manner and they follow clinical advice and [update] care plans accordingly.” Referrals were made promptly, and external guidance was incorporated into care plans to maintain safety and effectiveness.

People were encouraged to remain connected with their community. Staff supported attendance at local events and facilitated visits from relatives and friends. Activities were varied and reflected individual interests, helping people maintain social links and a sense of belonging. Feedback from people confirmed that the service promoted inclusion and independence.

The registered manager monitored care delivery through audits and feedback, addressing any issues promptly. This integrated approach ensured people received good-quality, person-centred care while staying engaged with their community.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

The service ensured people and their relatives received clear, accurate, and timely information about care and support. Staff explained care plans and daily routines in a way that was easy to understand, using plain language and visual aids where needed. Information about the service, including policies, complaints procedures and visiting arrangements, was readily available in accessible formats.

Relatives told us they felt well-informed and involved in decisions about care. Staff provided updates promptly when people’s needs changed and encouraged open communication. Notices and newsletters kept everyone aware of activities, events and service developments. The registered manager was approachable and available to answer questions, ensuring transparency and trust. This commitment to clear communication supported people’s choice and control, helping them and their relatives feel confident and engaged in their care.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff actively listened to people and involved them in decisions about their care and told them what had changed as a result.

Staff encouraged people to share their views and preferences during daily interactions, regular meetings and formal reviews. Care plans reflected individual choices and were updated regularly based on feedback. Relatives were consulted and kept informed, ensuring they felt included in planning and decision-making. One person said, “Staff know me and chat to me. We have a laugh.”

People and relatives were confident to raise a concern. One person told us, “If I had a problem the staff would go and get the [registered] manager at once and we would probably end up laughing.” People told us they felt heard and respected, and staff acted promptly on suggestions to improve comfort and wellbeing. Regular meetings and surveys provided opportunities for people and relatives to influence service development. The registered manager reviewed feedback and implemented changes, demonstrating a commitment to continuous improvement. This approach ensured care was responsive and person-centred, promoting dignity, choice and inclusion.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

The service promoted fair and equal access to care and support for all people. The registered manager ensured policies and practices reflected equality and diversity principles. Staff understood individual needs and made reasonable adjustments, such as providing information in accessible formats and adapting communication methods for people with sensory or cognitive impairments.

People told us they felt included and respected, regardless of background or personal circumstances. The registered manager monitored referrals and admissions to ensure decisions were transparent and based on assessed needs. Staff worked with external professionals to remove barriers to care, supporting people to access health services and community resources.

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.

The service ensured people experienced consistent, quality care and achieved positive outcomes regardless of their background or individual needs. The registered manager monitored care delivery and outcomes through audits and reviews, identifying and addressing any disparities promptly. Staff treated everyone with respect and tailored support to promote fairness and inclusion.

Care plans reflected individual goals and preferences, and staff worked closely with external professionals to ensure equal access to health services and therapies. People and relatives told us they felt valued and received the same level of attention and support as others. Feedback was reviewed regularly, and improvements were made where needed to maintain equity across the service. This approach helped ensure all people had fair opportunities to achieve their desired outcomes and enjoy a positive care experience.

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.

The service supported people to plan for their future care and wellbeing. Staff discussed people’s wishes sensitively and recorded preferences in care plans, including decisions about treatment, lifestyle and end-of-life care where appropriate. These plans were reviewed regularly to ensure they reflected people’s current choices and circumstances.

The registered manager encouraged open conversations with people and their relatives, providing clear information to help them make informed decisions. Staff worked with healthcare professionals to ensure plans were realistic and achievable, promoting dignity and comfort. People told us they felt involved and reassured that their future needs would be met. For people who were at the end of their life, staff ensured additional medicines were in place to minimise the risk of pain. Staff understood the importance of comfort and mouth care at this time. This proactive approach helped people maintain control and confidence in their care, ensuring plans were person-centred and respectful.