The Ferns 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 68 (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 did not always make sure people were at the centre of their care and treatment choices and they did not always work in partnership with people, to decide how to respond to any relevant changes in people’s needs.

Care plans included person-centred information, but this did not always translate to how care was provided by staff. The delivery of care to people also depended on which staff team was on duty. Some people told us they felt ‘brushed off’ by staff. A person said, “The staff are ok, but they are too busy.”

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.

Staff did not consistently contact healthcare professionals in a timely manner. However, people did receive care from specialist services when required. Records were in place to help identify when further healthcare support was needed, but this was not always followed.

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

There was signage in place to help people navigate around the service. Information about activities was posted on display boards around the service. The manager confirmed that information was available in various formats. For example, they talked a person through written 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.

When complaints had been raised, the management team had acted on them appropriately. Residents and relatives’ meetings took place, and the management team had acted on feedback.

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

Staff understood the importance of ensuring people had access to the right health and social care services, we found no evidence to suggest people were being discriminated against when accessing healthcare 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.

Staff promoted equity in people’s experiences and outcomes. We found no evidence to suggest people were being discriminated against. People’s experiences and outcomes of care were appropriate to them.

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.

Staff had received suitable training in relation to end of life care. Advanced decisions were in place where appropriate to ensure people were cared for in their preferred way at the end of their lives.