Toray Pines 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 newly registered service. This key question has been rated 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’s relatives said they had been involved in planning care but some relatives would like further support to be more engaged with the process. One relative told us, “They involve us and everything is kept in one place. They are meant to call once a month but it’s been very hit and miss.” Care plans were fully completed and reflected people’s individual needs, including clear information about long term conditions and what support people needed to stay well. Where people were at risk of events such as seizures or low blood sugar, care plans clearly recorded these risks and detailed the actions staff should take in a crisis. Daily oversight processes, including the Resident of the Day review, supported staff to keep care plans up to date and ensure they continued to reflect each person’s choices, needs and routines. Staff also received detailed guidance on how to approach individuals who needed personalised communication or support, helping them deliver care in a way that suited each person.

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.

Care plans contained clear information about the advice and guidance staff had received from healthcare professionals, helping ensure care was delivered consistently and in line with clinical recommendations. Where people had health conditions or risks that increased their vulnerability, care plans clearly detailed what support they would need from external professionals in an emergency, for example, people taking blood thinning medicines had guidance in place about what staff should do if they experienced a fall. These plans were supported by the home’s daily clinical oversight and regular involvement from GPs and community nurses, which helped ensure care remained joined up and responsive to people’s changing needs.

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

People’s communication needs were clearly recorded so staff understood how each person best shared information and what support they needed to do so. Care plans set out people’s preferred ways of communicating, and staff spent time getting to know people through conversations, life story- work and “About Me” booklets to help them understand how people expressed their needs. Staff also used handovers and updates to make sure important communication information was shared, helping ensure people received information in a way that suited 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.

The service listened to people and their relatives and used surveys and resident and relatives’ meeting to understand their views. One relative told us, “We have a survey at the moment to fill in which is care plan related.” These surveys were analysed, and the findings matched what relatives had told us in person, including concerns about staffing levels and the importance of timely communication. Feedback also highlighted how important it was to respect people’s preferences, such as having gender matched personal care, and to address environmental issues like odour. Relatives were involved in developing things that mattered to people, such as life-library photo collections, helping ensure people and families were included in shaping the care provided.

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

People had equitable access to the support and services they needed. Staff helped people attend healthcare appointments, arranging transport when required and supporting people to choose from different clinic options. People were supported with mobility aids where needed, and the premises were accessible, including the use of a lift to the second floor so people could move around the home safely. These arrangements helped ensure that people, regardless of their needs, could access healthcare, move freely around the home and continue with everyday routines.

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 generally had good experiences regardless of their needs, and staff took steps to reduce inequality. Surveys and feedback from relatives showed people felt listened to, and their views were used to improve care. Staff adapted their approaches to meet different needs, including using visual aids like show plates and adjusting communication methods so everyone could be involved in decisions. However, there were differences between areas of the home, such as the downstairs dining room having tablecloths and condiments while the upstairs did not, and this needed addressing to ensure more equal experiences. People’s rights were upheld through MCA assessments and appropriate DoLS authorisations, supporting consistent non discriminatory care.

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.

People’s care plans included information about their end of- life wishes where they had chosen to discuss them, helping staff understand what mattered to each person. The home worked collaboratively with external professionals to ensure people were comfortable as they approached the end of their lives, and anticipatory medicines were in place when needed to manage symptoms promptly. People’s wishes- for treatment and care were clearly recorded in their RESPECT forms, and relatives’ preferences for being involved in a person’s final days and hours were also documented, helping ensure care remained aligned with what people and their families wanted.