Belle Vue Nursing 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. People received person-centred care which met their needs and preferences. Care plans instructed staff about how to support people in line with their needs and wishes. Senior staff regularly reviewed care plans to ensure they were up to date and reflected people’s needs.

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 had access to healthcare services to support them to maintain good health and ensure they received continuity of care. This included visits from health professionals such as GPs, advanced nurse practitioners and physiotherapists.

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

Since 2016 all organisations that provide publicly funded adult social care are legally required to follow the Accessible Information Standard. The Accessible Information Standard tells organisations what they have to do to help ensure people with a disability or sensory loss, and in some circumstances, their carers, get information in a way they can understand it. It also says that people should get the support they need in relation to communication.

The provider was meeting the Accessible Information Standard. Information was made available in different formats to support people’s understanding, tailored to their individual needs. People’s communication needs were recognised and well supported. Care plans included clear details about the support required to assist people with communication, ensuring staff could engage and respond to each person appropriately.

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 had a complaints procedure which clearly explained how to effectively deal with complaints. People and their relatives told us they knew how to raise concerns and felt confident to do so. A person said, “I know who to complain to, but I have never had the need to approach anybody.”

Records showed complaints received were dealt with in a timely way. Feedback from people, relatives and health professionals confirmed that any concerns raised with management were dealt with effectively.

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

Families were involved to support people whose first language was not English. This helped ensure that staff fully understood people’s needs, preferences and choices, and were able to meet them in a person-centred way. Staff worked closely with relatives to overcome language barriers and promote effective communication, ensuring people were included in decisions about their care and support.

The environment was accessible and adapted to meet the needs of people with reduced mobility. Corridors were wide enough to accommodate wheelchairs and mobility aids, enabling people to move around the service safely and independently. All areas on each floor had level access and there was a lift available to allow people to access all floors of the home.

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 completed regular training in equality and diversity to understand and reduce inequalities or prejudices that affected outcomes for people. The registered manager ensured people’s health and social care needs were fully considered and met.

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 contained details of conversations staff had with people about their future care needs and end of life wishes. A health professional told us they attended quarterly palliative care meetings with management in the home. They said, “Since [Registered manager] has come we have been doing a lot of work around palliative and end of life care. Staff have built up confidence as a result.”