Roche Abbey 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. Care plans were person centred and recorded people's preferences. People were supported by staff who knew them well. People were encouraged to personalise their bedrooms and people enjoyed spending time in their rooms. People and relatives were involved in their care and support and included in review meetings and any decisions about their care. One staff member said, “We include residents and their relatives in their care planning by asking them relevant questions which enable us to complete effective care plans.”

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. People told us staff understood their needs and assisted them to access other professionals as required. Information received as a recommendation from other professionals were documented and care plans showed people were supported in line with advice given.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Appropriate information was displayed throughout the home and in the main reception area. Where people required important information in accessible formats, this was provided. For example, the menu was displayed in both text and pictures, so this was accessible to people and enabled them to make their choices about what they wanted to eat. We observed staff contacting a family member to inform them of a referral made to an external professional. This showed staff were committed to providing information to people and those close to 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. People had access to a complaints procedure and knew how to access this if they needed to raise a concern. The manager kept a record of complaints and could evidence they had been followed up and resolved in line with the providers policy. The management team gave people, relatives and staff opportunities to feedback about the service. Following a series of quality questionnaires, a ‘you said, we did,’ was completed to reflect what had happened as a result of their feedback. For example, people and relatives felt the management team needed to be more involved with people. The management team implemented daily walk rounds and spoke with people. They also incorporated a ‘resident of the day’ system which focused on a different person each day.

The provider made sure that people could access the care, support and treatment they needed when they needed it. We did not identify any barriers to care and support. The home had wide corridors which helped people to navigate around the home safely. There was plenty of space available for people who required the use of wheelchairs. People had access to call bells and staff responded in a timely way when people summoned their support.

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 provider had an equality and diversity policy which set out their desire to treat people fairly. Processes were in place to help ensure people’s care, treatment and support promoted equality, removed barriers and protected their rights. 

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. Care plans were in place regarding end of life care and included information about people’s preferences.