Huntercombe Hall 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.

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.

For example, care plans were bespoke to the person, written with respectful language and included details such as how people wished for personal care to be delivered, any emotional support required and information relating to their individual needs. The registered manager told us staff across the home were included when reviewing care plans and a member of staff told us, “People’s religion is considered, and they can have a church service”. A person told us, “This place feels like home, it is home actually. I am happy to be a part of this place and knowing it's history. The staff are happy and jolly, always ready to support”. A relative told us, “If [person] spills anything on the bed it’s changed straightaway. [Person] sometimes refuses personal care, but they are on the ball with personal care. They will go back in the afternoon and see if [person] changes [their] mind”.

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 provider had a planner to support with arranging community engagements for people living in the home. The provider worked with health partners to ensure people received continuity of care. A professional told us,” [The registered manager] and care staff are always friendly and welcoming. [The registered manager] is always professional and promptly responds to any queries or questions I have regarding any issues pertaining to social care provision for the clients”.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Care plans included information on communication. For example, one person’s care records stated they required alternative communication, and this was clearly highlighted to enable staff to support the person. The home supported people in a way that met their needs. For example, the registered manager told us they use cards to communicate with a person who had a hearing impairment and a member of staff told us they used a communication board. We found people’s rooms were personalised to them and the home had information displayed throughout with pictures and colourfully written information. The provider had a service user guide and menus printed in large print. A member of staff told us they were aware of General Data Protection Regulation (GDPR) and told us, “GDPR means confidentiality and not to share information about the residents. The registered manager is responsible and oversees it”.

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 provider collected feedback from people, relatives and staff. The provider had records of complaints and compliments. The home had space for people and relatives to meet. The registered manager had also initiated video communication to enable people to communicate with their loved ones living abroad. Complaints were reviewed as part of the governance meeting. The complaints policy was on display in the home. A person told us, “I am always able to talk to staff and the manager if I need to. I am not sure where to complain to because I have never needed to do so but I am sure I can find out if I need to''. Relatives told us, “We have not had any issue, and we have not tried to find out where to escalate the complaints, the manager and supervisors are always handy if we have any suggestions or comments” and “I think they handle [person’s] complaints respectfully”. Staff told us if people and relatives raised concerns, they “would talk about the concerns and escalate it to the manager” and “Go to see the resident and try and sort, speak calmly and refer them to registered manager and speak to the care team for more information”.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Care plans included information about any support people required in relation to their mobility, medical conditions, medication, eating and drinking. A member of staff told us people who required hoisting were supported to go into the lounge and were not left in their rooms. People had access to equipment to support them with their care needs and there were seating areas around the home whereby people and visitors could sit and have refreshments when they wished to. Relatives told us their loved ones had access to the GP.

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. Care plans included information on people’s interests, what was important to them and where the provider worked with professionals. The provider had an equality, diversity and inclusion policy. A member of staff told us The Equality Act and Human Rights legislation was the law and must be followed.

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 provider worked closely with professionals to support people at the end of their life. We identified care records had person-centred care notes and supportive guidance for staff to follow. People had Do Not Attempt Cardiopulmonary Resuscitation (DNACPR) and Recommended Summary Plan For Emergency Care and Treatment (ReSPECT) forms in place. Staff told us they received training in end of life care, they looked after people who were at the end of their lives, everyone was supportive and “The hospice team often come in and help”.