Fleetwood Hall

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.

People's views were listened to and acted on. Care plans and risk assessments were reviewed regularly to make sure they remained up to date. One person told us, “They do that regularly [review my care plan].” However, some relatives said they had not been involved in reviewing the care plan. One relative commented, “It [care plan] has not been reviewed with us.” A second relative said, “It [care plan] has not been reviewed.” No-one said they were unhappy with the care and support their family member received. Comments included, “I think they [staff] are very well trained.” And, “They, [staff] are very attentive.”

The management team and staff made sure people could access the care, support, and treatment they needed when required. We observed staff making sure people were happy and comfortable with the care they received. Staff supported people to maintain their individuality by using appropriate equipment and technology to help keep them safe.

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.

Management consulted with health professionals regularly to discuss new and ongoing health concerns. One health professional told us, “Should patients’ present with new or worsening complaints, during normal GP then the senior carers contact us directly to discuss their needs, plan care and response where appropriate. We find them to be positive, act in patients’ best interests and provide comprehensive handovers.”

The deputy manager told us when using agency staff they sought to employ the same staff members. This promoted a continuity of care for people.

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

Staff demonstrated a good understanding of people's communication needs and were able to describe how they adapted their approach to communicate effectively when people were both settled and distressed. Care plans contained information about people's communication preferences and identified any impairments that may affect communication, helping staff to provide personalised support.

People's information was stored securely. Electronic records were password protected and paper records were kept securely, helping to ensure confidentiality and appropriate access to personal information.

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 communicated with people in their preferred way, speaking clearly, making eye contact, and allowing people time to respond.

Some care records did not hold the correct information about people’s current health needs. The provider took action to improve these records immediately.

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

The care home was accessible and adapted to meet people's needs. Appropriate mobility aids were available, and the home was clear, uncluttered and supported people living with dementia using dementia-friendly signage. Where care records identified people required support with mobility, we observed staff providing this support in line with assessed needs. This enabled people to move around the home safely, access communal areas and take part in activities of their choosing, promoting their independence and wellbeing.

People were supported to attend healthcare appointments when needed, and health and social care professionals visited the home to provide ongoing assessment and treatment. This helped to ensure people's health needs were identified and responded to promptly, supporting positive outcomes.

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.

Staff demonstrated a good understanding of the people they supported and spoke about them with warmth, dignity and respect, regardless of their individual needs. Policies and procedures promoted equality, diversity and inclusion. Care records showed people were referred to and accessed specialist services when required to help ensure their needs were met effectively. One person said, “If you need a doctor or anything they [staff] will get them for you.”

Health and social care professionals provided positive feedback about the service and the support people received. One professional told us by email, 'We find they [management] are open, approachable and receptive to meeting care needs as well as reflecting on care to improve patients' lives.' Another commented, 'The staff oversee effectively the ongoing support, rehabilitation and changes in care to the people they support.' This demonstrated staff worked proactively with external professionals to achieve positive outcomes and promote people's wellbeing

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 were supported to discuss and record their end of life wishes where they felt comfortable to do so. Staff worked alongside healthcare professionals to ensure care reflected people's preferences and choices. Records included information about Do Not Attempt Cardiopulmonary Resuscitation (DNACPR) decisions. A DNACPR is a clinical decision which advises healthcare professionals not to attempt cardiopulmonary resuscitation (CPR) if a person's heart or breathing stops.

People gave mixed feedback about discussions relating to their future care wishes. One person told us, “I have paid for my funeral, and I have told them that I don't want to move out of my room until after I pass. I do have a DNR in place.” Another person said, “We have discussed it and I am happy with what we discussed.” However, one person told us they were concerned about whether they would receive the support they needed if their health deteriorated and said they would welcome a conversation about their future wishes.

The deputy manager told us the service was preparing to implement the Gold Standards Framework (GSF). This framework supports providers to begin conversations about future care at an early stage, helping people to express their wishes, preferences and priorities for care. This would support the service to develop person-centred end of life care planning and help ensure people and their families were reassured that care would be delivered in line with their wishes, promoting dignity, comfort and positive outcomes at the end of life.